Executive - Customer Care

Kohler Co. is looking for a highly motivated and experienced individual to join our team as an Executive - Customer Care. In this role, you will be responsible for leading our customer care team to deliver exceptional service and support to our valued customers.

Role and Responsibility:

• Handle Inquiries: Answer inbound/outbound customer inquiries via email, voice, chat (and other media) by diagnosing product issues and taking appropriate actions.
• Ticket Assignment: Use technology (software like Sales Force, SAP) to assign requests / tickets to the relevant field team for resolution.
• Procedure Implementation: Assist in implementing procedures to maximize uptime on email and phone coverage.
• Escalation: Escalate unresolved issues according to the escalation matrix and ensure timely resolution.
• Technical Understanding: Read and understand technical publications, diagrams, and specification documents.
• Upselling: Promote Kohler products and accessories as appropriate.
• In addition to working with end-users of products, also perform advance troubleshooting and advice specification guidelines with plumbers, designers and retail, wholesale and showroom personnel
• In addition to troubleshooting, also walk end customer and trade professionals through step-by-step installation and/or repair of Kohler and Sterling products
• Effectively use Customer Care Center technology (i.e. customer registration software, portal, SAP, Intranet, Internet, email, phone system, scheduling software) and all other tools/resources available, including technical literature and price books

Qualifications:

• 12th Pass required. 3 Year Bachelors degree preferred.
• 2+ years of experience working in international customer care team (US, UK preferred).
• Knowledge in support for trouble shooting of products (e.g., plumbing, electronics, whitegoods, durables, equipment etc.) are added benefits
• Ability to collaborate effectively with colleagues and contribute to a cohesive team environment.
• Proficient in conveying information clearly and persuasively, both verbally and in writing in English.
• Proficient in conveying information clearly and persuasively, verbally in Hindi (writing skill is optional).
• Skilled in negotiating solutions that satisfy customer needs while aligning with company goals.

Working Conditions:

• This is a full-time role based in our customer service Pune office.
• The includes evenings and weekends working to meet customer demands, as we operate 24/7 with rotational shifts and weekly offs.
• Willingness and ability to work in rotating shifts, including early mornings, late evenings, overnight, weekends, and overtime as needed
• This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned by the supervisor.