About this role
Job Summary
AMETEK SPECTRO, a business unit of AMETEK Inc, is one of the worldwide leading suppliers of analytical instruments, employing optical emission (stationary and mobile Arc/Spark OES, ICP-OES) and X-ray fluorescence spectrometry (XRF) technology, used for the elemental analysis of materials in industry, research and academia.
AMETEK SPECTRO is a preferred technology partner for customers across India, for more than 40 years with our advanced technology as well as our dedicated service network which is the largest in our industry providing world class support to our customers.
We are seeking a proactive and customer-focused Customer Support Executive to manage customer inquiries, resolve issues efficiently, and enhance overall customer satisfaction. The ideal candidate will serve as the first point of contact, ensuring a seamless customer experience across multiple communication channels.
Key Responsibilities
- Respond promptly to customer inquiries via phone, email, chat, or social media
- Understand customer concerns and provide accurate, timely solutions
- Resolve product or service related queries and offer the effective solutions
- Submit the offers for spares and services on a timely basis and follow up for the payments, until the same is invoiced and delivered
- Maintain detailed records of customer interactions in CRM systems
- Follow up with customers to ensure issues are fully resolved
- Escalate complex or unresolved issues to relevant internal teams
- Provide product/service information and guidance to customers
- Achieve key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction (CSAT)
- Collaborate with internal teams (sales, technical, logistics, etc.) to improve customer experience
- Identify patterns in customer issues and suggest process improvements
Desired Skills
- Excellent verbal and written communication skills
- Strong problem-solving and analytical abilities
- Empathy and customer-first mindset
- Ability to multitask and manage time effectively
- Proficiency in CRM tools and basic computer applications
- Ability to handle challenging situations professionally
- Active listening skills
Experience Level
- 1–3 years of experience in customer support, service, or call center roles (freshers may be considered)
- Experience with CRM software or helpdesk tools is an advantage
Educational Qualification
- Bachelor’s degree or equivalent (preferred)
Key Performance Indicators
- First Response Time (FRT)
- Customer Satisfaction Score (CSAT)
- Issue Resolution Time
- First Call Resolution (FCR)
- Customer Retention Rate