Walk-in | Customer Delight Manager

Neometrix Defence; Dadri; On-site; INR 300,000 - 450,000; Full time

Job summary

Neometrix Defence in India seeks a proactive Customer Support Coordinator to own the company’s customer support line and ticketing system. You will answer calls, log requests, and keep customers informed until resolution.

You will classify requests, assign to engineers or departments, chase closures, coordinate spares and AMC, and escalate risks to management. Weekly reports and feedback to engineering complete the loop.

Responsibilities

• Answer the customer support line and return missed calls on the same working day.
• Acknowledge every customer request within one working hour and provide a ticket reference.
• Log every call, e-mail and portal request as a ticket with customer, machine, serial number, problem, priority.
• Classify requests as breakdown/service, spares, warranty/AMC, documents/certificates, order and delivery status or new enquiry handed to sales.
• Assign tickets to the right engineer or department and follow up until closed, updating the customer at agreed intervals.
• Escalate to the service head and management when a response-time target is at risk.
• Schedule service engineer visits including dates, travel, tools, spares and entry passes for defence establishments.
• Coordinate spares quotations, dispatch and invoicing with stores and accounts.
• Maintain the register of every delivered machine: customer, serial number, delivery date, warranty end date and AMC status.
• Track warranty expiries and AMC renewals and pass renewal opportunities to sales in good time.
• Send management a weekly report: calls received/missed, tickets opened/closed, oldest open tickets and recurring faults.
• Feed recurring faults and complaints back to engineering and quality and take customer feedback after each closed ticket.

Job description

Role & responsibilities

Our machines are in service at air bases, dockyards, laboratories and factories across India and abroad, and their users call us for breakdowns, spares, warranty and AMC, documentation and delivery updates. Your job is to make sure no customer call, e-mail or portal request goes unanswered. You will be the single point of contact between our customers and our internal teams: you answer, log, route, chase and close every request, and keep the customer informed until it is resolved. You will own the companys customer support line and ticketing system, which we are setting up now.

Calls and first response

• Answer the customer support line; return every missed call on the same working day
• Acknowledge every customer request within one working hour and give the customer a ticket reference
• Log every call, e-mail and portal request as a ticket: customer, machine, serial number, problem, priority

Ticket management and coordination

• Classify each request breakdown/service, spares, warranty/AMC, documents and certificates, order and delivery status, or a new enquiry (handed to sales)
• Assign it to the right engineer or department, follow up until it is closed, and update the customer at agreed intervals
• Escalate to the service head and management when a response-time target is at risk
• Schedule service engineer visits: dates, travel, tools and spares, and entry passes for defence establishments
• Coordinate spares quotations, dispatch and invoicing with stores and accounts

Installed base, warranty and AMC

• Maintain the register of every machine we have delivered: customer, serial number, delivery date, warranty end date and AMC status
• Track warranty expiries and AMC renewals and pass renewal opportunities to sales in good time

Reporting and feedback

• Send management a weekly report: calls received and missed, tickets opened and closed, oldest open tickets, and recurring faults
• Feed recurring faults and complaints back to engineering and quality
• Take customer feedback after each closed ticket