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
