Senior Executive - Customer Support

Do you want to be part of creating a safer world? Without thinking about it, you meet us in your everyday life – at home, in transit, and at work. We are at the airport, where you commute, where you work, play, and shop. Diverse in our offering, our customer outreach and in our mindset, Gunnebo Entrance Control is leading the transformation of the security business through digitalisation and connectivity for the continuous development of smart entrance control.

If you are passionate about being part of an exciting transformation journey working with a global, multi-cultural and highly motivated organisation this is the opportunity for you. Gunnebo Entrance Control is small enough to see your ideas come to fruition, and big enough to realise your career goals.

Role Overview :

Our Gurgaon, India office is looking for a Senior Executive - Customer Support to join the team.  Our Customer Service team seeks to provide first-class service to our clients and this role is integral to fulfilling that promise! You will play a crucial role in supporting the service department's overall function by providing world-class service to our clients every day.

Responsibilities :

• You will play a critical role in realizing both our ambition for exceptional customer care as well as driving our service growth.
• Address and resolve customer inquiries and concerns in a timely and efficient manner via email and telephone.
• Build expert, dynamic knowledge of the company’s products and services.
• Document and report recurring customer feedback and issues.
• Support colleagues deal with difficult customer situations.
• Create invoices for customers / chase outstanding payments.
• Monitor and manage customer feedback and satisfaction metrics.
• Provide insights based on customer feedback to assist in business decision-making.
• Schedule engineers' workload.
• Process parts requests from engineers.
• Manage customer accounts – build relationships / rapport with these customers.
• Coordinate with Service Engineers and Customers to process staff vetting requirements.
• Update customer portals with relevant information / documentation
• Fulfil any other reasonable requests as determined by the company, aligning with the role, skills, and experience.
• Visiting to the existing customers for building and maintaining strategic & long term relationships
• Retention of the customers by providing the best possible services and being the dedicated point of contact for the customers
• Maintaining customer SLA for PM's & break down calls.
• Coordinating with internal team / department & ensuring that customer requests are responded to in an accurate and timely manner.
• Handling second level escalations and resolutions
• Updating & maintaining records for QHSE audit
• Meet personal / team qualitative and quantitative targets by explaining the benefits of additional products and services to customers and seizing opportunities to sell.
• Ensure that our customers moving from product warranty period to regular operations are introduced to our service offering and its benefits.
• Upsell contracts when non-contracted customers reach out to us for service support, as well as support identifying service opportunities from the existing customer base overall.
• Ensure that our service opportunities are systematically followed-up.
• Guarantee timely service contract renewal, supporting overall customer retention through exceptional customer service and experience.
• Making monthly sales flash for AMC new / renewals / lost orders for the regions & sending to HO for consolidation
• Preparing & send renewal proposals to the Clients.

What you need to have :

About Us :

The Gunnebo Group is a global leader in security, offering innovative products and services to protect and control the flow of people, and to safely secure valuables. Through our businesses Gunnebo Entrance Control and customers in retail, public transport, public and commercial buildings, industrial and high-risk sites and banking. We operate worldwide through our 3,400 employees, 25 country locations and 10 production facilities to serve customers in over 100 markets. Together we create a safer world.

Gunnebo Entrance Control specialises in entrance control solutions enabling customers increased efficiency, safety and end-user experience. Our wide range of products are designed to create a safe environment without restricting freedom of movement, whether it is to enter the lobby of a company, a supermarket, an entertainment area, an industrial area or public transport. We shape the future of people flow management.

Diversity Statement

Gunnebo Entrance Control is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our products so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, origin, sexual orientation, gender identity or expression, age, disability, or any other dimension of diversity.

Gunnebo Entrance Control is committed to treating all people in a way that allows them to maintain their dignity and independence. Applicants with accessibility needs may request to be accommodated throughout the recruitment process.