Senior Customer Service Operator

We are looking for a Senior Customer Service Executive with 3–5 years of experience in a customer-facing service environment, ideally in electronics or consumer products. This role will be responsible for delivering high-quality, professional support across channels—including phone, email, and chat—with a focus on after-sales inquiries, quality issues, and general service escalations. The candidate will also contribute to call center operations and help improve team and service performance.

key Responsibilities

1. After-Sales & Quality Support

• Handle incoming calls and messages related to product performance, technical issues, and quality concerns.

• Assist customers with warranty claims, repair procedures, product defects, or troubleshooting steps.

• Collaborate with technical or product teams to resolve recurring or complex quality issues, assign repair jobs to service providers and ensure job completion within SLA timelines.

• Provide professional and clear communication when managing sensitive or dissatisfied customer interactions.

2. Core Customer Support

• Respond to customer inquiries across phone, email, and live chat in a timely, professional manner.

• Support customers with product information, order status, delivery tracking, returns, and service appointments.

• Maintain accurate customer records in the CRM system, including issue resolution steps and outcomes.

3. Call Centre & Service Operations

• Support daily operations such as call queue monitoring, shift coverage, and case prioritization.

• Provide feedback to improve scripts, resolution flows, and response templates to enhance efficiency and customer satisfaction.

• Work with the team lead to manage peaks in volume during launches or promotional periods.

4. Product Knowledge & Customer Education

• Develop in-depth knowledge of our electronics products, including key features, specifications, and common troubleshooting tips.

• Guide customers on proper usage, maintenance, and help resolve basic technical concerns.

5. Order & Fulfillment Issue Resolution

• Assist customers with order placement, tracking, cancellations, returns, and exchanges.

• Coordinate with logistics and warehouse teams to ensure on-time and accurate deliveries.

6. Feedback, Reporting & Process Improvements

• Collect and document customer feedback related to products and services to identify trends and recurring issues, track key customer service metrics such as satisfaction scores, resolution times, and recurring issues.

• Collaborate with relevant teams (Product, QA, Ops) to ensure feedback drives meaningful improvements.

• Prepare regular reports and contribute to service review discussions with data-driven improvement suggestions.

Qualifications

• 3–5 years of customer service experience, preferably in electronics, appliances, or technical consumer goods.

• Strong communication, listening, and issue-resolution skills.

• Proven experience handling after-sales service or product quality concerns.

• Experience with CRM systems (e.g., Zendesk, Salesforce, Freshdesk).

• Able to work rotating shifts, including one weekend day per week.

• Bonus: Experience in call center operations or mentoring is a plus.