Senior Customer Service Executive - #1121909

Job Overview:

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.

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

2. Operations Support

• Handle order processing updates, validate payments, and coordinate delivery release during peak or back-up coverage.

·        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.

Why Join Hisense?

• Opportunity to work with cutting-edge technology in a dynamic and growing global company.

• Collaborative and innovative work environment.

• Competitive salary and benefits package.