Customer Support Executive - Chennai

We are hiring for Customer Support Executive.

JD:

Role Overview

The Admin Services Representative (ASR) is responsible for managing and coordinating Return Material Authorization (RMA) requests for a global customer base. The role serves as a key coordination point between customers, Technical Support Engineers, Logistics/third-party logistics providers, and internal stakeholders to ensure RMAs are processed accurately and delivered within the committed Service Level Agreements (SLAs).

The position requires strong case ownership, attention to detail, customer-service skills, process adherence, and the ability to coordinate multiple stakeholders while managing time-sensitive requests.

Key Responsibilities

• Manage daily RMA requests from global customers and ensure accurate and timely processing.
• Coordinate with third-party logistics providers and internal Logistics teams to ensure shipments meet applicable SLAs.
• Provide phone support for technical, administrative, and RMA-related customer inquiries through the default IVR queue.
• Respond to emails and Slack communications from Technical Support Engineers, Flash team, Logistics, and internal management.
• Take end-to-end ownership of RMA cases, including processing, shipment coordination, license transfer, follow-up, and closure.
• Validate device entitlement, product details, and other required information before initiating an RMA.
• Submit RMA requests to Logistics while ensuring compliance with applicable import/export and shipping requirements.
• Work with customers and Logistics teams to expedite shipments when business requirements demand urgent delivery.
• Monitor case backlogs and proactively follow up on pending actions to ensure customer requirements are consistently met.
• Maintain accurate procedural documentation and case records for internal and external stakeholders.
• Identify potential delays, gaps, or process issues and escalate them appropriately to ensure timely resolution.

Key Skills & Competencies

The ideal candidate should demonstrate:

• Strong customer-service and communication skills, both written and verbal.
• Excellent case management and ownership skills.
• Ability to coordinate effectively with multiple teams and external stakeholders.
• Strong attention to detail, particularly while validating product, entitlement, shipping, and customer information.
• Ability to prioritize and manage multiple requests based on urgency and SLA requirements.
• Good analytical and problem-solving skills.
• Ability to work independently while knowing when to escalate issues.
• Strong follow-up and organizational skills.
• Ability to work in a fast-paced, global support environment.
• Willingness and flexibility to work in rotational/global shifts, including support for different regions as required.

Preferred Experience

• Experience in customer support, technical support coordination, order management, RMA/returns management, logistics coordination, or a similar operations environment.
• Experience working with Sales Force and managing case queues.
• Experience coordinating with logistics/shipping teams or third-party service providers would be an advantage.
• Exposure to SLA-driven operations and global customer support environments is preferred.
• Familiarity with enterprise technology support processes would be an added advantage, but strong operations and customer-service experience can also be considered.

Business Impact of the Role

The ASR plays a critical role in ensuring that customers receive timely replacement equipment and that RMA requests are processed accurately from initiation through closure. Effective performance in this role directly contributes to:

• Meeting customer and SLA commitments.
• Reducing delays and RMA-related escalations.
• Improving customer experience and satisfaction.
• Ensuring accurate coordination between Support, Logistics, and customers.
• Preventing shipment, entitlement, and process-related errors.
• Maintaining operational efficiency and backlog management.

Ideal Candidate Profile

The ideal candidate would be a customer-focused, detail-oriented and proactive operations professional who can take complete ownership of requests, coordinate effectively across teams, manage competing priorities and drive cases to closure with minimal supervision.