Customer Care Representative || Freshers

Role :

We are seeking a proactive and detail-oriented Executive - CRM to join our Field Service Operations team. This role is pivotal in managing customer relationships, ensuring timely service delivery, and optimizing the performance of our field engineers. The ideal candidate will have strong communication skills and the ability to effectively coordinate with internal teams and external customers.

Key Responsibilities

• Initiate welcome calls and emails to customers post-device handover and commissioning.

• Follow up with feedback calls and emails once service jobs are completed.
• Work closely with the Service Manager and Field Engineers to streamline service operations.
• Support field teams by providing accurate scheduling and timely information.
• Assign service engineers to breakdowns, B-check, and C-check calls. • Monitor and track service requests to ensure timely resolution.
• Schedule appointments for service visits and monitor progress.
• Ensure optimal utilization of field engineers and maintain turnaround time (TAT) metrics.
• Maintain clear and professional communication with customers and internal stakeholders.
• Provide regular updates on service status and escalate issues when necessary.

What makes you a great addition to the team:

• Bachelors degree or equivalent experience.

• Previous experience in customer service or service coordination (preferred).

• Excellent verbal and written communication skills.

• Strong organizational and multitasking abilities.

• Proficiency in using CRM systems and scheduling tools.

• Ability to work independently and as part of a team.