Service Executive

Job Summary

We are looking for a customer-focused Service Executive to act as the Single Point of Contact (SPOC) for customers and dealers of the respective brand. The ideal candidate will manage end-to-end service communication product pickup/drop, case status updates, credit notes, and replacement/repair status while coordinating closely with service technicians to ensure priority repairs are handled on time. This role requires strong communication skills across email, phone (inbound/outbound), and CRM systems (Zoho).

Key Responsibilities

Customer & Dealer Communication (SPOC)

• Act as the Single Point of Contact (SPOC) for customers and dealers of the respective brand for all service-related communication.
• Keep customers/dealers updated on product pickup and drop schedules and delivery status.
• Communicate case status updates, replacement/repair status, and resolution timelines clearly and

proactively.

• Coordinate and communicate credit note status and processing updates to customers/dealers.
• Handle customer/dealer queries and concerns professionally, ensuring high satisfaction levels.

Case & System Management

• Update product pickup/drop, case status, credit notes, and replacement/repair status accurately and in a timely manner in the CRM system.
• Maintain complete and accurate records of all customer/dealer interactions in Zoho CRM.
• Track open cases end-to-end and ensure timely closure without delays.

Coordination with Technicians

• Coordinate with service technicians for priority and escalated repairs to ensure timely turnaround.
• Follow up with the technical team on repair progress and relay accurate updates to customers/dealers.
• Flag delays or bottlenecks in repair status to the Service Manager for quick resolution.

Calls & Email Handling

• Handle inbound and outbound calls professionally, addressing customer/dealer queries and providing status updates.
• Manage email communication with customers and dealers, ensuring prompt and professional responses.
• Maintain clear, courteous, and solution-oriented communication across all channels.

Required Skills & Qualifications

• Excellent verbal and written communication skills.
• Hands-on experience with inbound/outbound call handling and professional email correspondence.
• Hands-on working knowledge of Zoho CRM (or similar service CRM tools).
• Strong coordination and follow-up skills to work with technicians on priority repairs.
• Good understanding of service processes: pickup/drop, case management, credit notes, and replacement/repair workflows.
• Detail-oriented with accurate case logging and data entry skills.
• Customer-centric attitude with strong problem-solving and multitasking ability.
• Ability to manage escalations calmly and maintain customer/dealer satisfaction.

Qualification

• Graduate in any discipline; prior experience in customer service or service coordination roles preferred.

Preferred Qualifications

• Prior experience as SPOC for a consumer electronics/audio brand or in a service/support-center environment.
• Experience coordinating with dealer networks and service technicians.
• Familiarity with credit note and replacement/repair workflows in a service CRM.

Working Conditions

• Office/service-center based role involving daily calls, emails, and CRM case management.
• May require coordination across service centers and with field technicians during business hours.