Sr. Executive - Service

Sr. Executive - Service
The Senior Executive - Service is responsible for providing top-notch service to customers, handling after-sales support, addressing technical issues, and ensuring customer satisfaction. This role focuses on managing service requests, coordinating with the technical team, and ensuring that the services provided align with company standards and customer expectations.

Key Responsibilities :

• Customer Service : Handle customer service requests, addressing product-related concerns, technical issues, and after-sales service needs in a timely and efficient manner.
• Technical Support : Provide technical support for troubleshooting and resolving product-related issues, ensuring that customers receive accurate information and solutions.
• Service Scheduling : Coordinate and schedule service appointments, ensuring that customers are attended to promptly and that services are delivered within agreed timelines.
• Issue Resolution : Investigate and resolve customer complaints and issues related to the product or service, ensuring customer satisfaction and retention.
• Maintenance Coordination : Oversee the maintenance of equipment or products, ensuring that necessary repairs and preventive maintenance activities are scheduled and carried out.
• Documentation : Maintain detailed records of service requests, customer feedback, service activities, and resolutions for tracking and reporting purposes.
• Process Improvement : Identify opportunities for service process improvements, ensuring that service operations are optimized to improve efficiency and customer experience.
• Collaboration : Work closely with other departments, such as sales, technical teams, and quality assurance, to ensure smooth service delivery and resolve any technical or product issues.
• Customer Education : Provide customers with relevant product information, usage guidelines, and maintenance instructions to improve their experience and prolong product life.
• Service Reporting : Prepare and present reports on service activities, including response times, customer feedback, and overall service performance.
• Inventory Management : Coordinate with the inventory team to ensure that the necessary spare parts and components are available for timely service completion.

Skills and Qualifications :

• Educational Background : Bachelor’s degree in Engineering, Electronics, or a related technical field.
• Experience : Proven experience in a service-related role, preferably in a technical or product-focused environment.
• Technical Knowledge : Solid understanding of product functionality and troubleshooting techniques.
• Customer-Centric : Strong focus on providing exceptional customer service and resolving issues efficiently.
• Problem-Solving : Ability to think critically and solve complex problems while ensuring minimal disruption to customers.
• Communication Skills : Excellent verbal and written communication skills for interacting with customers, team members, and other departments.
• Time Management : Strong organizational skills and the ability to manage multiple service requests simultaneously.
• Attention to Detail : Precision and attention to detail in service documentation, issue tracking, and problem resolution.
• Teamwork : Ability to work collaboratively with cross-functional teams to deliver exceptional service.
• Adaptability : Ability to adapt to changing customer needs, service requirements, and product advancements.