Customer care

About The Position

We (Kohler India Technical Center) are a captive global center providing technical and nontechnical support for all the businesses and product lines for Kohler India (Kitchen and Bath).

We are looking for enthusiastic Customer Care Executives to join our team and support our Kohler India Kitchen and Bath customers through various channels like email, voice, chat, and more.

In this role, you'll act as a brand ambassador, building strong relationships and fostering customer loyalty. You’ll provide prompt and accurate service with a positive, problem-solving attitude, ensuring every customer interaction is handled with empathy and care. If you’re dedicated to delivering exceptional service and creating great customer experiences, we’d love to hear from you!

Role And Responsibility

• Handle Inquiries: Answer inbound/outbound customer inquiries via email, voice, chat (and other media) by diagnosing product issues and taking appropriate actions.
• Ticket Assignment: Use technology (software like Sales Force, SAP) to assign requests / tickets to the relevant field team for resolution.
• Procedure Implementation: Assist in implementing procedures to maximize uptime on email, phone coverage.
• Customer Communication: Update customers via phone about the status of their complaints and seek exact impact details to convey to the resolution team.
• Complaint Management: Open service calls, follow up with the field team and other internal departments for resolution, and ensure customer complaints are addressed.
• Escalation: Escalate unresolved issues according to the escalation matrix and ensure timely resolution.
• Technical Understanding: Read and understand technical publications, diagrams, and specification documents.
• Upselling: Promote Kohler products and accessories as appropriate.