Customer Support Executive

7 months ago

Vastrapur Ahmedabad Gujarat, India Trikon Telesoft Solutions Pvt. Ltd. Full time

Position: Customer Support Executive

Location: Vastrapur, Ahmedabad

Shift time: 3:30 am to 12:30 pm

Job Role:
**TIO Dispute resolution**:

- Raise tickets with the allocated TIO references
- Referral - Reconciliation with the client as per deadline from TIO
- Offer the customer solution about the complaint.
- Once Trikon and the customer find a middle ground, implement the requirements and assign the ticket to the concerned department for implementation

Level 1 - If there is no resolution at referral, the complaint proceeds to Level 1.A case officer from TIO will be assigned to resolve it amicably.

Level 2 - The TIO progresses to a level 2 when there is no resolution reached with the consumer despite the TIO’s involvement. Conciliation conferences involving both the TIO, and the consumer are likely to become prominent at this stage in addition to the exchange of system notes from Emersion.

Level 3 - The TIO progresses to a level 3 when the existing dispute resolution officer is unable to reach a mutual resolution with the consumer and Trikon. A lead investigator is then appointed to reach a final and binding judgement that cannot be disputed and must be complied with.

The objective of resolving TIO’s is to nip them at the bud as much as possible and resolve them at a Level 1 stage. Level 2 and Level 3 cases incur higher fees and involve the use of more significant resources to reach a resolution. In some cases, it may be inevitable that we will have to release the consumer from their contract agreement. However, every possible measure must be exhausted before we consign ourselves to release a client.

**Billing**
- Understand the format of Trikon bill.
- Rectify if required or clarify by explaining the charges on the bill
- Update/ raise a ticket in Emersion
- The bill format shall be explained in detail during the training phase
- A thorough understanding of all Trikon products is mandatory to understand bills comprehensively. Critical information summaries for all Trikon products and services can be accessed on the Trikon website.
- **Create a list of overdue customers from Emersion**_
- Issue First, Second, Final and Disconnection Notices to the customers who are overdue on their payment. Notice template formats will be provided.
- Take manual payments over the phone where customers agree to pay. Alternate forms of payment include B-Pay and bank transfer.
- Agree payment arrangements with the consumer where applicable and obtain a structured payment plan that the consumer is to follow.
- Update/ raise ticket in Emersion

**Retention**
- Update/ raise a ticket
- Understand the customer’s reason for cancellation
- Offer the necessary resolutions that can potentially retain the customers
- Liaise with the concerned departments for implementation of resolution and assign the ticket accordingly
- Review contract details of the client. Advise consumer of termination fees if applicable and negotiate settlement amounts that are beneficial to both Trikon and the client.

**Complaints**
- Log complaint tickets on emersion
- Liaise with the necessary departments in accordance with the nature of the complaint with the aim to close the matter
- Obtain the consumer’s approval to close your ticket on emersion following resolution of the complaint.
- Take google or product reviews upon closure of the ticket or successfully completion of the queries raised by the consumer.

**Referrals and Resigns/Cross Sales**
- Contact existing consumers to present various products and services we offer, aiming to sell them over the phone or schedule appointments with our sales representatives.
- Gather feedback on the current services provided and suggest service or product upgrades based on the feedback received.
- Reach out to consumers whose contracts are nearing expiration (with 6 months or less remaining) and offer them opportunities to renew their service agreements.

Engage with consumers to encourage them to participate in our referral program by referring their friends, relatives, or colleagues, and aim to acquire new customers or leads through existing customer referrals.

Pay: Up to ₹35,000.00 per month

**Benefits**:

- Leave encashment
- Provident Fund

Schedule:

- Morning shift

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- Hindi (preferred)
- English (preferred)

Work Location: In person

**Speak with the employer**
+91 6358755411

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