Jr. Executive / Executive - Customer Success Executive (Appliances)

Job Title: Executive / Jr. Executive Customer Support (Appliances)

Location: Varanasi, Ayodhya, Noida, Ghaziabad, Lucknow, Kanpur

Employment Type: Full-time

Experience: 13 years

About Us On2Cook

At On2Cook, we are redefining the future of cooking. Our patented device combines Induction and Microwave technologies, enabling food to be prepared 70% faster, with 50% less energy consumption, and maximum nutrient retention.

Recognized globally and featured on Shark Tank India, On2Cook is an award-winning leader in kitchen technology (CES Innovation Award, iF Design Award, German Innovation Award). If you enjoy solving problems, helping people, and being part of an innovative brand this role is for you.

About the Role

At On2Cook India Pvt. Ltd., customer support isnt a backend function its the heart of our brand.

Were looking for a Customer Support Executive who enjoys helping customers, handling service requests, and ensuring issues are resolved smoothly and professionally. Youll be the first point of contact for our customers and play a key role in building trust and long-term relationships.

If youre patient, organized, and genuinely enjoy solving customer problems youll fit right in.

What Youll Be Doing

Customer Support & Service Coordination

• Handle customer queries, complaints, breakdowns, and warranty-related requests through calls, emails, and CRM systems.
• Register, track, and manage service tickets, coordinating with internal teams to ensure timely and effective resolution.
• Proactively follow up with customers until issues are fully resolved, documented, and closed.

After-Sales & Logistics Support

• Coordinate with warehouses, service partners, and courier teams for service visits, replacements, and spare parts dispatch.
• Communicate timelines, service updates, and next steps clearly and professionally to customers.

Customer Experience & Relationship Management

• Deliver empathetic, professional communication, especially in challenging or high-pressure situations.
• Build trust by actively listening and ensuring customers feel supported and valued throughout their journey.
• Maintain accurate and up-to-date records of customer interactions, actions taken, and resolutions.

Sales Support & Collaboration

• Manage inbound customer interactions with a consultative, solution-oriented approach rather than scripted responses.
• Collaborate with internal teams to support customer retention, satisfaction, and business goals.

Reporting & Continuous Improvement

• Assist in tracking key service metrics such as turnaround time (TAT), resolution status, and customer feedback.
• Identify recurring issues and escalate critical cases to seniors or managers for corrective action.
• Participate in ongoing training to stay updated on products, service standards, and best practices.

Professional Standards

• Maintain professionalism, punctuality, and adherence to company policies and service quality benchmarks, including in a remote or hybrid work environment.

Who You Are

• 13 years of experience in customer support, preferably in appliances, electronics, hardware, or service-based industries.
• Engineering or technical educational background is mandatory (Electrical / Electronics / Physics / Mechanical / Instrumentation).
• Good verbal and written communication skills.
• Calm, patient, and solution-oriented when handling customer issues.
• Comfortable working with CRM systems, Excel, and basic reporting tools.
• Willing to learn, adapt, and grow in a fast-paced environment.
• Strong coordination and follow-up skills.