Sr. Executive - Customer Care

Designation: Executive / Sr. Executive - Customer Care / After Sales Service

Location: Ahmedabad Corporate Office

Industry: Bathware / Sanitaryware / Building Materials

Experience: 3 to 7 years of experience in Customer Care, After Sales Service, Customer Support, Service Operations, or a similar role. Experience in Bathware, Sanitaryware, Building Materials, Tiles, Plumbing, or Consumer Durables will be preferred.

Job Profile:

• Handle customer complaints and after-sales service requests received through calls, emails, WhatsApp, CRM, and other channels.
• Register, track, and ensure timely closure of customer complaints as per defined TAT/SLA.
• Coordinate with service technicians, dealers, distributors, sales teams, and regional teams for complaint resolution.
• Schedule and monitor technician/service visits at customer locations.
• Maintain regular follow-up with customers until the complaint is completely resolved.
• Identify the root cause of complaints and coordinate with relevant departments for corrective action.
• Collect customer feedback after service completion and identify opportunities to improve customer experience.
• Prepare regular MIS and reports related to complaints, TAT, service performance, ageing, repeat complaints, and customer satisfaction.
• Analyse recurring complaints and highlight product/service issues to the concerned departments for corrective and preventive action.
• Ensure proper communication and professional behavior while interacting with customers and channel partners.
• Support the development and improvement of after-sales service processes and SOPs.
• Ensure compliance with company policies, warranty terms, and service guidelines.

Preferred Candidate Profile:

• Experience in handling customer/service operations.
• Experience in managing dealer/distributor/service technician networks.
• Exposure to CRM-based complaint management.
• Strong understanding of service TAT, escalation management, and complaint closure.
• Customer-focused approach with strong ownership and accountability.

Regards,

Mayank Chaubal

Dy. Manager - HR

[phone removed]

[email removed]

Varmora Granito Limited