About the role
Job Summary
We are looking for a customer-focused and technically inclined Customer Service Executive to handle customer queries, complaints, product-related support, service coordination, and post-sales activities for 3 Idea Technology's 3D printing products and solutions.
The candidate will act as the key point of contact for customers and coordinate with the technical, sales, service, and operations teams to ensure timely resolution of customer issues.
What you'll do
- Key Responsibilities
- Handle customer calls, emails, WhatsApp queries, and service requests.
- Understand customer concerns and provide appropriate first-level support.
- Coordinate with the technical/service team for product-related issues and troubleshooting.
- Manage customer complaints and ensure timely resolution within defined TAT.
- Maintain proper records of customer complaints, service requests, and resolutions.
- Coordinate installation, demonstrations, servicing, repairs, and maintenance activities.
- Follow up with customers after service to ensure satisfactory resolution.
- Coordinate with sales and technical teams regarding product requirements and customer issues.
- Track pending service cases and regularly follow up until closure.
- Maintain customer databases, service reports, and MIS.
- Explain product features, basic usage, and troubleshooting procedures to customers.
- Escalate technical or critical issues to the concerned technical team.
- Collect customer feedback and identify recurring issues or improvement areas.
- Ensure a high level of customer satisfaction and professional communication.
What we're looking for
- Required Skills
- Excellent communication and interpersonal skills.
- Good customer handling and problem-solving abilities.
- Basic technical understanding of 3D printers / 3D printing products will be an advantage.
- Ability to understand and explain technical issues in simple language.
- Good follow-up and coordination skills.
- Proficiency in MS Excel, Word, and basic CRM/software tools.
- Ability to manage multiple customer queries simultaneously.
- Strong ownership and commitment towards resolving customer issues.
- Qualification
- Graduate / Diploma in any relevant discipline.
- Technical diploma or engineering background will be an added advantage.
- Preferred Candidate Profile
- 2–5 years of experience in Customer Service, Customer Support, Technical Support, Service Coordination, or After-Sales Support.
- Candidates from 3D printing, electronics, machinery, industrial equipment, engineering products, consumer electronics, or technology companies will be preferred.
- Should be comfortable coordinating with customers as well as internal technical/service teams.