Service Executive

Luxury Personified; Delhi; On-site; INR 420,000 - 650,000; Full time

Job summary

Luxury Personified seeks a customer-focused Service Executive to be the single point of contact for customers and dealers. You will manage end-to-end service communication, including product pickup/drop, case status updates, credit notes, and replacement/repair status, coordinating with service technicians for priority work.

Strong communication across email, phone, and Zoho CRM is essential. You will maintain accurate records, track open cases, and ensure timely, courteous updates to customers

Qualifications

• Excellent written and verbal communication across email and phone.
• Hands-on experience with Zoho CRM, Salesforce, or similar service CRM.
• Understanding of after-sales service processes including warranty/DOA.
• Strong coordination with technicians, service centers, dealers, and logistics.
• Ability to prioritize cases against TAT/SLA and drive closure.
• Detail-oriented with accurate CRM updates and documentation.

Responsibilities

• Act as the Single Point of Contact (SPOC) for customers and dealers for all service-related communication.
• Keep customers/dealers updated on product pickup/drop schedules and delivery status.
• Communicate case status updates, replacement/repair status, and resolution timelines clearly.
• Coordinate and communicate credit note status and processing updates to customers/dealers.
• Handle customer/dealer queries and concerns professionally, ensuring high satisfaction levels.
• Update product pickup/drop, case status, credit notes, and replacement/repair status in Zoho CRM.
• Maintain complete and accurate records of all customer/dealer interactions in Zoho CRM.
• Track open cases end-to-end and ensure timely closure without delays.
• Coordinate with service technicians for priority and escalated repairs.
• Follow up with the technical team on repair progress and relay updates to customers/dealers.

Skills

Strong communication

CRM experience

After-sales service knowledge

Coordination & follow-up

Prioritization & SLA management

Attention to detail

Customer service excellence

Education

Graduate in any discipline

Tools

Zoho CRM

Salesforce

Job description

We are looking for a customer-focused Service Executive to act as the Single Point of Contact (SPOC) for customers and dealers of the respective brand. The ideal candidate will manage end-to-end service communication product pickup/drop, case status updates, credit notes, and replacement/repair status while coordinating closely with service technicians to ensure priority repairs are handled on time. This role requires strong communication skills across email, phone (inbound/outbound), and CRM systems (Zoho).

Key Responsibilities

• Act as the Single Point of Contact (SPOC) for customers and dealers of the respective brand for all service-related communication.
• Keep customers/dealers updated on product pickup and drop schedules and delivery status.
• Communicate case status updates, replacement/repair status, and resolution timelines clearly and proactively.
• Coordinate and communicate credit note status and processing updates to customers/dealers.
• Handle customer/dealer queries and concerns professionally, ensuring high satisfaction levels.

Case & System Management

• Update product pickup/drop, case status, credit notes, and replacement/repair status accurately and in a timely manner in the CRM system.
• Maintain complete and accurate records of all customer/dealer interactions in Zoho CRM.
• Track open cases end-to-end and ensure timely closure without delays.

Coordination with Technicians

• Coordinate with service technicians for priority and escalated repairs to ensure timely turnaround.
• Follow up with the technical team on repair progress and relay accurate updates to customers/dealers.
• Flag delays or bottlenecks in repair status to the Service Manager for quick resolution.
• Handle inbound and outbound calls professionally, addressing customer/dealer queries and providing status updates.
• Manage email communication with customers and dealers, ensuring prompt and professional responses.
• Maintain clear, courteous, and solution-oriented communication across all channels.

Required Skills & Qualifications

• Strong communication skills with the ability to handle customers, dealers, technicians, and internal teams professionally through calls and emails.
• Hands-on experience with Zoho CRM, Salesforce, or similar service CRM platforms, including case creation, updating service remarks, tracking status, and closure.
• Strong understanding of after-sales service processes, including case management, product pickup/drop, repair, replacement, warranty/DOA handling, credit notes, and escalation workflows.
• Strong coordination and follow-up skills to work with service technicians, service centres, dealers, spare-parts, and logistics teams to ensure timely resolution.
• Ability to prioritize and monitor service cases against TAT/SLA, proactively follow up on pending cases, and drive critical cases to closure.
• High attention to detail with accurate CRM updates, case documentation, service records, and reporting.
• Strong customer-service and problem-solving skills, with the ability to manage multiple cases and handle escalations calmly and professionally.
• Graduate in any discipline ; priorexperience in after-sales service, customer service, service coordination, technical support, or consumer electronics service operations preferred.

Preferred Experience

• Experience as a Service Coordinator/SPOC for a consumer electronics, audio, home-appliance, or premium technology brand.
• Experience coordinating with dealer networks, authorized service centres, and field/service technicians.
• Exposure to premium consumer electronics or audio brands will be an added advantage.
• Familiarity with service CRM workflows, including repair, replacement, warranty/DOA, credit-note, escalation, and case-closure processes.

Working Conditions

• Office/service-centre-based role involving customer/dealer communication, CRM management, service coordination, and case follow-up.
• Requires regular coordination with technicians, service centres, dealers, logistics, spare-parts, and internal teams to ensure timely service resolution.
• May require managing priority and escalated cases and ensuring closure within defined TAT/SLA.