Customer Service Executive

Responsibilities:

Customer enablement & technical support

• Serve as the primary after-sales touchpoint for the digital category to ZipCare customers, Croma customers, and walk-in customers, delivering technical assistance and customer experience throughout the device lifecycle.
• Perform device setup and configuration, including data transfer, software installation, device optimization, and screen guard installation.
• Perform Level-1 technical diagnostics, resolve software-related issues, conduct device health checks, and facilitate appropriate service support.
• Educate customers on device features, AI capabilities, best practices, and preventive care.
• Register devices for manufacturer warranty, protection plans, and service support while ensuring accurate documentation and a seamless customer experience.

Process, systems & compliance

• Create and manage service requests using the CROMA CRM for ZipCare customers, Croma customers and walk-in customers, while explaining the applicable service process, co-pay terms (where applicable), and documentation requirements (if any).
• Coordinate with internal service teams to facilitate timely service, provide customer updates and escalate unresolved cases as required.
• Maintain service records and adhere to defined SOPs, SLAs, data privacy policies, and compliance requirements.

Store collaboration

• Build strong working relationships with the store teams.
• Represent CROMA and Onsitego professionally and uphold brand and service standards at all times.

After-Sales revenue & conversion

• Support the store team in identifying upselling and cross-selling opportunities by recommending relevant accessories, Zipcare plans, and value-added services based on the customer needs.
• Clearly explain coverage, exclusions and claims processes in simple language.

Service custodian and buyback facilitation

• Own the end-to-end service journey for laptops, smartphones, and tablets by managing device intake, service registration, documentation, repair coordination, customer communication, and final handover.
• Coordinate with relevant service teams to ensure timely service resolution.
• Facilitate device buyback by performing eligibility checks, diagnostics, grading, and customer guidance in accordance with defined processes.

Desired candidate profile:

• Minimum 3 years of experience in retail, customer service or technical support roles.
• Hands-on knowledge of Apple, Windows, and Android devices, with the ability to configure, diagnose and perform Level-1 troubleshooting across smartphones, tablets, laptops, and related peripherals.
• Strong interpersonal and communication skills with the ability to confidently engage customers in English and the local language.
• Basic proficiency in using CRM systems and AI-enabled applications.
• Ability to identify customer needs and support consultative selling of after-sales products and services.
• Disciplined, process-oriented, with strong follow-up and documentation skills.

Qualification:

• HSC pass (Diploma, ITI, or Graduate in computer science, information technology, electronics, or a related field preferred but not mandatory).
• Relevant experience in consumer electronics retail, technical support, or after-sales service will be preferred.
• Preferred certifications: Basic hardware & networking / IT Support certifications, Apple device support, Microsoft windows Support, Android device support training or equivalent technical certifications.

Key Success Metrics (What this role is measured on)

• Customer satisfaction (CSAT) / Net promoter score (NPS) at the store level.
• Warranty / care plan attachment rate on assisted customers.
• Store partner feedback and collaboration score.