Customer Care Specialist

Overview

Customer Care Specialist role at ZEISS in India, handling customer complaints, escalations and daily communication, and managing a team of 20 or more.

What you'll do

• Document customer complaints and escalations, report them appropriately, and work towards prompt resolution within defined TATs.
• Communicate daily with customers and internal teams via email, phone calls, and WhatsApp to ensure effective coordination and high-quality customer service.
• Provide relevant data and prepare regular reports for management or other departments as required to support decision-making.

What you'll need

• Proficiency in any ERP system and proficiency in MS Office.
• Experience: 8-10 years.
• Should have managed a large team (span of control) of 20 or more.
• Must have customer care and operation skills and roles as direct responsibilities as experience.
• Logistics and delivery management skills.
• English and Tamil are a must.
• Outstanding verbal and written communication skills, with professional phone and email etiquette for handling customer and partner inquiries.
• Competency in using computers and standard office software (especially MS Excel for reports) and ability to work with CRM/ERP or order management systems.
• Strong problem-solving and troubleshooting abilities, with the patience and empathy to handle customer complaints and complex issues effectively.
• Ability to manage multiple orders and inquiries simultaneously while maintaining attention to detail and accuracy in data/information recording.
• Customer-first attitude with a proactive approach to service; capable of keeping customers informed and satisfied even under pressure.
• Excellent interpersonal skills and a collaborative mindset to work closely with cross-functional teams (Sales, Logistics, Labs, MSP, etc.) and ensure all stakeholders are aligned.
• Attention to detail and a process-driven mindset, following company procedures and compliance standards for all service and order management tasks.

Details

• Location: India.