Urgent hiring Requirement / Customer Support Executive/ Gurgaon

Cars24; Gurugram District; On-site; INR 250,000 - 350,000; Full time

Job summary

Cars24 in Gurugram seeks a customer support specialist to handle warranty queries, register complaints, and coordinate with dealers, service centers and internal teams for issue resolution. You will manage inbound/outbound calls and emails, provide timely updates, follow up on open cases, and ensure resolutions within SLA while maintaining full documentation.

The ideal candidate has excellent English and Hindi communication, strong problem-solving skills, and the ability to stay calm with irate

Qualifications

• Proficient in voice and email communication.
• Strong customer handling and complaint-resolution skills.
• Knowledge of CRM, MS Office and documentation.

Responsibilities

• Handle customer complaints and queries.
• Manage customer interactions through inbound/outbound calls and emails.
• Understand customer concerns and provide accurate information regarding warranty coverage, claims, processes, and resolutions.
• Register and maintain customer complaints and warranty cases in the CRM/system.
• Coordinate with dealers, service centers, warranty teams, technical teams, and other internal departments for issue resolution.
• Follow up regularly on open complaints and warranty cases until closure.
• Provide customers with timely updates on the status of their complaints and warranty requests.
• Handle escalated and difficult customer situations professionally.
• Ensure complaints are resolved within defined TAT/SLA.
• Maintain proper documentation of customer interactions and case history.
• Identify recurring customer issues and highlight them to the concerned department.
• Ensure a high level of customer satisfaction and maintain professional communication at all times.

Skills

English & Hindi communication

Voice & email handling

Customer service mindset

Complaint resolution

CRM familiarity

Documentation skills

Tools

MS Office

CRM

Email tools

Job description

Key Responsibilities

• Handle customer complaints and queries .
• Manage customer interactions through inbound/outbound calls and emails.
• Understand customer concerns and provide accurate information regarding warranty coverage, claims, processes, and resolutions.
• Register and maintain customer complaints and warranty cases in the CRM/system.
• Coordinate with dealers, service centers, warranty teams, technical teams, and other internal departments for issue resolution.
• Follow up regularly on open complaints and warranty cases until closure.
• Provide customers with timely updates on the status of their complaints and warranty requests.
• Handle escalated and difficult customer situations professionally.
• Ensure complaints are resolved within defined TAT/SLA.
• Maintain proper documentation of customer interactions and case history.
• Identify recurring customer issues and highlight them to the concerned department.
• Ensure a high level of customer satisfaction and maintain professional communication at all times.
  

Required Skills & Competencies

• Excellent English and Hindi communication skills, both verbal and written.
• Proficient in handling voice and email processes.
• Strong customer-handling and complaint-resolution skills.
• Good understanding of customer service and after-sales processes.
• Strong follow-up and coordination abilities.
• Ability to handle irate customers calmly and professionally.
• Good problem-solving and decision-making skills.
• Basic knowledge of MS Office, CRM, and email communication.
• Ability to manage multiple complaints/cases simultaneously.
• Good attention to detail and documentation skills.