Service desk executive

2 weeks ago

Chennai, India A Leading Distributor Of Global Brands In Medical Devices Space Full time
The Company :
Shared services COE unit of a leading distributor of medical devices & technical services provider in Africa.
The key aspects of the role :
The Service Desk Executive plays a central role in supporting service operations for our field service engineers (FSEs) to ensure timely and efficient handling of customer service requests.
This role begins with receiving customer service requests, logging them accurately, and promptly allocating job cards to the appropriate FSE based on priority, location, and availability.
The Service Desk Executive monitors the progress of each job, keeps the customer informed of updates, and ensures timely closure of job cards upon successful resolution.
Additionally, this role involves gathering customer feedback post-service to assess satisfaction levels and identify areas for improvement.
Effective communication, organization, and a customer-first mindset are essential in maintaining a seamless and high-quality service experience.
The person for the role
The ideal candidate for the Service Desk Executive role should have around 2 to 3 years of experience in customer service or service operations, preferably with experience in managing field service requests in a technical or engineering environment.
Excellent organizational and multitasking skills are essential, as the role requires tracking multiple job cards and coordinating effectively with field service engineers.
Strong communication skills, both verbal and written, are necessary to maintain clear and professional interactions with customers and team members.
A problem-solving mindset and the ability to remain calm under pressure are critical for handling urgent requests and ensuring timely resolution.
Familiarity with service management software will be an advantage and a customer-focused approach are highly desirable to ensure efficiency and satisfaction in service delivery.
Some of the key deliverables for the role :
Average Response Time to Service Requests: Time taken to log and assign service requests after receipt.
Job Card Turnaround Time: Time taken from job card creation to job closure.
Job Allocation Accuracy: Percentage of job cards accurately allocated to the correct FSE based on skills and location.
Customer Feedback Score: Average satisfaction rating from customer feedback post-service.
Service Request Resolution Rate: Percentage of job cards closed within the designated SLA timeframe.
CTC for this role :
Range of INR 30 K +/- per month gross, based on the experience band.
A great learning opportunity for people in their early career looking to build their expertise in the customer service function
Sounds like a fit? Please apply.

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