Customer Relations Executive

Customer Relation Manager (Sr. Executive Position)

Our Gurgaon (New Delhi) India office is looking for a Customer Service Coordinator to join the team. Our Customer Service team seeks to provide firstclass service to our clients and this role is integral to fulfilling that promise! As a Customer Service Coordinator you will play a crucial role in supporting the service departments overall function by providing worldclass service to our clients every day.

What You Will Do: You will play a critical role in realizing both our ambition for exceptional customer care as well as driving our service growth with customer satisfactions. Key responsibilities related to providing exceptional customer service and experience:
Address and resolve customer inquiries and concerns in a timely and efficient manner via email and telephone.
Build expert dynamic knowledge of the companys products and services.
Document and report recurring customer feedback and issues.
Support colleagues deal with difficult customer situations.
Create invoices for customers/chase outstanding payments.
Monitor and manage customer feedback and satisfaction metrics.
Provide insights based on customer feedback to assist in business decisionmaking.
Schedule engineers workload.
Process parts requests from engineers.
Manage customer accounts build relationships/rapport with these customers.
Coordinate with Service Engineers and Customers to process staff vetting requirements.
Update customer portals with relevant information/documentation.
Fulfill any other reasonable requests as determined by the company aligning with the role skills and experience.
Visiting to the existing customers for building and maintaining strategic & longterm relationships
Retention of the customers by providing the best possible services and being the dedicated point of contact for the customers
Maintaining customer SLA for PMs & break down calls.
Coordinating with internal team/department & ensuring that customer requests are responded to in an accurate and timely manner.
Handling second level escalations and resolutions
Updating & maintaining records for QHSE audit Key responsibilities related to contributing to our service Growth:
Meet personal/team qualitative and quantitative targets by explaining the benefits of additional products and services to customers and seizing opportunities to sell.
Ensure that our customers moving from product warranty period to regular operations are introduced to our service offering and its benefits.
Upsell contracts when noncontracted customers reach out to us for service support as well as support identifying service opportunities from the existing customer base overall.
Ensure that our service opportunities are systematically followedup.
Guarantee timely service contract renewal supporting overall customer retention through exceptional customer service and experience.
Making monthly sales flash for AMC new/renewals/lost orders for the regions & sending to HO for consolidation
Preparing & send renewal proposals to the Clients.

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What you need to have:

Previous experience of working in customer facing role within a fastpaced environment. Hospitality and Retail experience works well for us.

Prior experience of working with key accounts

Experience within sales and service coordination.

Leadership skills

Growth mindset

Solutions oriented.

Excellent listening and communication skills

Relationship Management skills

Team Oriented

Excellent multitasking/attention to detail

Ability to remain calm under pressure.

Excellent problemsolving skills

Excellent Microsoft office skills
What will make you stand out

Interest in security and technology

Being able to connect instantly and build rapport easily.

Proven track record of exceeding targets

Able to demonstrate you are obsessed with giving great service.

Experience of working with ERP systems

Flexibility sometimes things change and so will your priorities.

Demonstrate excellence in execution.
Why join us.
We offer a truly great place to work but dont take our word for it our own team have said the following:

No micromanagement we are trusted to do a good job.

We have a collaborative culture with a nonhierarchical style of working.

We are given the tools we need to do a good job.

Your opinion is always welcome.

We are always looking at new and innovative ways of working.

We are a team and help each other out!