Customer Care Executive

About the Role

As a Customer Care Executive at Espareware Global, you will manage inbound communications including calls, WhatsApp messages, emails, and service requests related to home appliance repairs.

Key Responsibilities

• Generate and update service tickets within the CRM or service management platform.
• Plan and organize service appointments while coordinating with technicians and service partners.
• Identify and onboard competent technicians and service partners in new locations, expanding the service network.
• Develop and sustain a dependable network of technicians across various cities and regions.
• Assign service jobs to appropriate technicians considering factors such as location, availability, and skills.
• Monitor repair progress and provide customers with timely updates.
• Follow up on pending, rescheduled, and completed requests to ensure smooth operations.
• Collaborate with spare parts and operations teams to facilitate repairs.
• Address customer inquiries and complaints professionally; escalate unresolved issues when necessary.
• Track technician performance, turnaround times, and gather customer feedback.
• Maintain thorough and up-to-date records of technicians, service partners, and service areas.
• Keep accurate logs of customer interactions, service activities, and call details.
• Ensure closure of service requests within established service level agreements (SLAs).
• Collect customer feedback post-service completion to assess satisfaction.
• Prepare daily reports summarizing service follow-ups and job statuses.
• Deliver superior customer service to maintain high satisfaction levels.