CRM & Service Desk Executive

Job Title: Customer Service Executive – Service Support Department: Global Business Services (GBS) Reports To: Team Lead / Process Manager Company Overview: Siemens Global Business Services (GBS) is a trusted partner of Siemens AG, offering innovative digital solutions and customer-centric business services. With over 20 years of excellence, GBS delivers seamless integration, digitalization, and optimization of business processes to serve Siemens’ end-to-end business needs globally. Role Purpose: To ensure accurate, efficient, and timely execution of customer support activities, service notifications, and CRM updates while maintaining high standards of quality and responsiveness to internal customers across global markets. Key Responsibilities: Accurately and timely execute transactional services listed in the global product catalogue for internal Siemens customers. Receive and manage customer service calls, register notifications in the CRM tool, dispatch field engineers, upload productive hours, close notifications, and initiate Net Promoter Score (NPS) surveys. Follow defined procedures and company guidelines in performing tasks. Take ownership of pending queries and ensure closure through rigorous follow-ups. Maintain detailed daily/weekly/monthly reports of all handled activities. Ensure compliance and tracking of all processed transactions. Exhibit flexibility in working shifts and during month-end closings to meet service level agreements (SLAs). Collaborate with internal teams to drive process improvements and enhance service delivery. Required Qualifications & Skills: Graduate in any discipline. Strong verbal and written communication skills. Customer-focused mindset with a proactive attitude. Good understanding of CRM tools and service operations (preferred but not mandatory). Ability to handle pressure and multitask in a fast-paced environment. Detail-oriented with strong follow-up and reporting abilities. Willingness to work in rotational shifts, including extended hours if required. What We Offer: A dynamic work environment with opportunities for career development. Exposure to global business processes and systems. Collaborative culture focused on innovation and continuous improvement. Competitive salary with employee-centric benefits.