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Customer Care


Orient Electric


Location

Delhi | India


Job description

About The Company

The CK Birla Group is a diversified US$2.4 billion conglomerate that has a history of enduring relationships with renowned global companies. With over 25,000 employees, 41 manufacturing facilities and numerous patents and awards, the Group's businesses are present across five continents. The Group operates in three industry clusters: Technology and Automotive, Home and Building Solutions, and Healthcare and Education. The group companies are strengthened by common ownership and shared guiding principles that include a focus on long-term value, trust-based relationships, and philanthropy.

Orient Electric is one of the leading consumer electrical brands in India with a diverse portfolio of fans, lighting, home appliances and switch gears. The erstwhile Calcutta Electrical Manufacturing Company became a part of the CK Birla Group in 1954 and was subsequently rechristened Orient Electric. The company takes pride in its R&D capabilities, the spirit of continuous innovation and its commitment to manufacturing cutting-edge lifestyle electrical products that meet the needs and expectations of modern consumers.

Orient Electric today is the largest manufacturer and exporter of fans from India, with a dominant presence in more than 35 international markets and annual revenue of INR 2,400+ Crores. It has the largest range of fans to suit varied aesthetic preferences and usage environments. Further, it has also paved the way for pioneering developments in home appliances, lighting, and switchgear. It is today the 3rd largest manufacturer of LED lamps in India and has been the first Indian lighting brand to have been awarded a BEE star rating for lamps. In the Home Appliances category, Orient Electric offers a wide range of products including water heaters, air coolers and small kitchen appliances. In the Switchgears category, it offers MCBs enabled with the revolutionary SDB (Snap Disc Bimetal) technology which provides a threefold advantage – precise tripping, better repeatability, and longer life, a range of modular switches and wiring accessories. Orient Electric represents De'Longhi in India for sales & service under an exclusive strategic partnership for its brands De'Longhi, Kenwood & Braun.

Orient Electric operates with a philosophy to carve out a niche in the global fan industry and evolve into a premier lifestyle home solutions provider. With operations spanning over 35 countries, Orient Electric has earned the trust of millions of customers by providing cutting-edge lifestyle electrical products. The company has a well-organized distribution network reaching 1,25,000+ retail outlets and an extensive service network covering more than 450 cities. For more information, please visit

Key Responsibilities:

Customer Interaction:

  • Respond to customer inquiries via phone, email, or chat in a friendly, professional, and timely manner.
  • Listen attentively to customer concerns and provide appropriate solutions or guidance.
  • Offer information about products, services, and policies as required.

Issue Resolution:

  • Investigate and resolve customer complaints or issues effectively and efficiently.
  • Use problem-solving skills to find satisfactory solutions, escalating complex cases when necessary.
  • Document customer interactions and issue resolutions in the company's CRM system.

Product Knowledge:

  • Develop a deep understanding of the company's products, services, and policies.
  • Stay updated on product updates, pricing changes, and promotions to provide accurate information to customers.

Communication:

  • Communicate with other departments or teams to address customer concerns and provide feedback on common issues.
  • Maintain clear and concise communication with customers, ensuring they understand the resolution process.

Customer Feedback:

  • Solicit and record customer feedback to identify areas for improvement in products and services.
  • Collaborate with management to develop strategies for enhancing the customer experience.

Customer Education:

  • Proactively educate customers on self-service options and online resources to improve their overall experience.

Quality Assurance:

  • Adhere to established quality assurance standards and guidelines in customer interactions.
  • Continuously work on improving customer satisfaction metrics.

Documentation:

  • Maintain accurate and up-to-date customer records, including contact information and case details.
  • Generate reports on customer service activities and performance as needed.

Key Skills Competencies:

Behavioural Competency

  • Collaboration
  • Developing & Motivating
  • Drive for results & Accountability
  • Analysis & Decision Making
  • Operational Efficiency
  • Driving Change
  • Entrepreneurial Drive

Why should you join Orient

At Orient, we believe in capitalizing on the strengths and abilities of employees, helping them to become stronger and grow within the company. You will be part of a vibrant work culture that values, cares and help people reach their potential, having inspirational leaders being team oriented, inclusive, and diverse; and fostering a unique culture that balances innovation, knowledge sharing and risk management.


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