Customer Service Liaison (Delhi)

Job Description

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 solid 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 promp .