Aftersales Executive

Job Description

Key Responsibilities1\. Customer Support \& Complaint Handling

Receive and register customer complaints, service requests, and inquiries.
Respond to customer concerns through phone calls, emails, WhatsApp, or service portals.
Ensure timely resolution of complaints as per company service standards.
Maintain records of all customer interactions and service requests.

2\. Service Coordination

Schedule service visits and assign jobs to service engineers/technicians.
Coordinate with customers regarding appointment dates and service status.
Follow up with service teams to ensure completion of assigned tasks.
Monitor service turnaround time and escalate delays when required.

3\. Warranty \& AMC Management

Verify warranty eligibility for service requests.
Maintain records of warranty claims and service history.
Coordinate Annual Maintenance Contract (AMC) renewals and service schedules.
Ensure compliance with warranty and AMC terms.

4\. Spare Parts \& Material Coordination

Coordinate with the inventory and procurement teams for spare part availability.
Track pending spare parts and update customers on delivery timelines.
Ensure proper documentation of parts issued and replaced.

5\. Customer Follow\-Up

Conduct post\-service follow\-ups to verify customer satisfaction.
Collect customer feedback and service ratings.
Address unresolved issues and ensure closure within the defined timeline.

6\. Documentation \& Reporting

Maintain accurate service records, job cards, and customer databases.
Prepare daily, weekly, and monthly service reports.
Track service performance metrics, pending complaints, and closure rates.
Update CRM/ERP systems with service\-related information.

7\. Interdepartmental Coordination

Coordinate with Sales, Operations, Accounts, and Technical teams to resolve customer concerns.
Support the sales team with customer service history and feedback.
Escalate critical issues to management when necessary.

8\. Customer Retention \& Relationship Management

Build and maintain positive customer relationships.
Identify opportunities for service upgrades, AMCs, and repeat business.
Ensure a high level of customer satisfaction and retention.

Pay: ₹25,000\.00 \- ₹30,000\.00 per month

Benefits

Cell phone reimbursement
Health insurance
Life insurance
Provident Fund