About GIPL
GEECELL Innovations Private Limited (GIPL) is a technology-driven after-sales service company providing end-to-end service solutions to leading brands across India.
GIPL manages a growing service network through its technology-enabled CRM platform, connecting brands, service centres, field engineers and customers.
Job Overview
We are looking for a Customer Care Executive (Back Office) to support our customer service and after-sales operations.
The candidate will be responsible for handling customer requests, service-related queries, follow-ups, data updates and coordination with internal teams and service partners to ensure timely resolution of customer issues.
Key Responsibilities
- Handle customer service requests through CRM, email, chat and other communication channels.
- Create, update and maintain customer/service records in the CRM.
- Monitor service requests and follow up with service centres and field engineers.
- Track pending and ageing service requests and ensure timely action.
- Coordinate with service centres and field teams for appointment scheduling and service updates.
- Make outbound calls to customers for service follow-ups, confirmations and feedback.
- Keep customers informed about service status, technician visits and expected resolution timelines.
- Escalate unresolved or critical customer issues to the appropriate team.
- Handle customer complaints professionally and ensure proper resolution.
- Coordinate with internal teams for spare parts, logistics and service-related requirements.
- Verify service completion details and ensure proper documentation.
- Follow up on customer feedback, NPS/CSAT and service quality issues.
- Maintain accurate records and prepare basic service reports.
- Ensure all activities are updated accurately and promptly in the CRM.
- Follow company and brand-specific customer service processes and SOPs.
Candidate Requirements
- 0–3 years of experience in customer care, back-office operations, service coordination or BPO operations.
- Freshers with good communication and computer skills may also apply.
- Good verbal and written communication skills.
- Comfortable communicating with customers over the phone.
- Basic knowledge of MS Office / Google Workspace.
- Ability to work with CRM or service-management software.
- Good typing and data-entry skills.
- Strong follow-up and coordination skills.
- Ability to handle multiple service requests simultaneously.
- Good problem-solving and customer-handling skills.
- Ability to work in a target- and SLA-driven environment.
- Knowledge of English and a regional language is preferred.
Key Performance Indicators (KPIs)
- Customer response and follow-up efficiency
- Service request handling accuracy
- SLA/TAT adherence
- Pending case reduction
- Customer satisfaction
- Complaint resolution efficiency
- CRM data accuracy
- Call and follow-up productivity
- Escalation handling
Preferred Skills
Communication | Customer Handling | Follow-up | CRM | Data Entry | Coordination | Problem Solving | MS Office
What GIPL Offers
- Opportunity to work with a growing technology-driven after-sales service organization.
- Exposure to large-scale service operations and leading brands.
- Structured training and career development.
- Performance-based incentives.
- Opportunities for growth within Customer Care and Service Operations.
Join GIPL
If you are customer-focused, organized and good at communication and follow-ups, join GEECELL – The Aftersales Experts and become part of our growing service operations team.