Alarm Centre Executive

About the role

The Alarm Centre Executive is the first point of contact for customers needing service support for mobile phones, consumer electronics, and home appliances. You will handle inbound calls, register service requests, and ensure a smooth experience throughout the service lifecycle.

Key responsibilities

• Receive inbound customer calls and respond to service‑related inquiries.
• Register service requests accurately in the CRM system.
• Provide customers with basic troubleshooting guidance.
• Coordinate with authorized service centres, technicians, and operations teams.
• Track open service cases and give timely status updates.
• Escalate unresolved issues according to the escalation matrix and SLAs.
• Verify warranty eligibility and assist with claim registration.
• Handle customer complaints professionally and ensure satisfactory resolution.
• Maintain accurate records of all interactions and service requests.
• Adhere to quality standards and productivity targets.

Required profile

• Minimum 12 months of experience in a customer service or call‑centre environment.
• Strong communication skills and a customer‑focused attitude.
• Ability to work with CRM systems and follow defined processes.
• Attention to detail and ability to meet quality and productivity metrics.

Required skills

• Proficiency with CRM system usage.