Job Title
Executive / Sr. Executive – Service Coordination
Department - Service Delivery – At Home
Location - Kirti Nagar, Delhi
Job Purpose:
Responsible to manage a Service Center network to thereby provide excellent after-sales service to our customers.
Responsibilities:
· Performs end to end coordination with service centers & customers
· Regularly updates CRM platform
· Prompt in providing updates to customer
· Captures customer queries / complaints and provide appropriate solutions and alternatives with the within the timeframe and follow-up to ensure resolution
· Handling demanding customers, escalations from management hierarchy.
· Co-ordinate effectively & timely with all concerned departments to ensure proper flow of communication.
· Ensure effective use of CRM practices, provide accurate, valid and complete information by using the right methods/tools.
· Follow communication procedures, guidelines and policies.
· Identify and assess customer needs to achieve satisfaction.
· Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
· Build sustainable relationships through open and interactive communication with the assigned service Centers
Desired candidate profile:
· Should have relevant experience of working in a service center or similar process from consumer durable industry / after sales service industry
· Basic technical knowledge of the spare parts and appliances
· Aptitude for fast and adaptive learning.
· Willing to learn and apply my knowledge to practical situations.
· Possess problem-solving techniques and ability to work in groups and independently.
· Keeps oneself updated with the company product offerings, processes etc.
Experience: 5+ years
Qualification: Graduate
