Customer Service & Telemarketing (Elevator Service) Executive

1. Customer Service & Escalation Management

Manage high-volume customer inquiries, service requests, and complaints across multiple sites

Handle critical escalations with urgency, ensuring timely and effective resolution

Serve as the primary liaison between clients, technicians, and internal departments

Ensure all service issues are resolved within agreed SLA timelines

Maintain accurate and up-to-date records of customer interactions, service reports, and case histories

2. Telemarketing & Service Sales

Conduct outbound calls to promote Annual Maintenance Contracts (AMC) and service offerings

Proactively follow up with existing clients for renewals, upselling, and cross-selling opportunities

Generate qualified leads and convert inquiries into confirmed service jobs

Consistently achieve monthly service sales targets and revenue KPIs

Build and maintain strong client relationships to enhance retention and repeat business

3. Operations & Service Coordination

Coordinate with technicians and subcontractors to schedule installations and maintenance activities

Monitor job progress to ensure timely completion and service quality

Collaborate with logistics and operations teams for effective resource planning and allocation

Assist in planning installation timelines and managing customer expectations