Customer Service Representative
1 day ago
**Job Description: Customer Service Representative**
**Execute**:
- **Receive Complaint Call from RD & enters in to Register or Excel Sheet**:
- **Check the call category for sales / dispatch / commercial / invoice or pricing related issues**:
- **Follow-up with concerns department to resolve the query within 3 Days**:
- **Obtain receipt of resolution from process owner.**:
- **Revert with mail & call RD for closure of the query**:
- **Revert with mail to ITC Branch giving resolution details of Query raised by RD’s**:
- **Make daily proactive phone call to most of the WD’s of his/her depot.**
- **Will address the RD’s with respect (for e.g. Good Morning Sir)**
- **Introduce him/her as Customer Service Representative for Depot.**
- **Clarify purpose of calling RD’s (i.e. Sir I am calling for feedback on depot services from you:
- **
- **Are you receiving all the Invoice material in time at you location? (If No, Sir please tell me the details of Invoice #)**
- **Do you receive all material as per Invoice? (If No, Sir please tell the details of Invoice received with Damage/Shortage/Excess/Brand Exchange /Pricing Issue/CP Stock/Child not received.**
- **Do you receive all Point of sale material (i.e. DSM), poster, dangler, hanger etc. in time?**
- **Do you have any open issue/claim from Depot?**
- **Do you receive your monthly Ledger copy sent by depot?**
- **Are you satisfied with Depot Service? (If no, Sir please tell me where we should improve)**
- **If you are satisfied with depot service, what rating will you give us from 1 to 10.**
- **Information / Education**
- **Sir, Have you acknowledge all the Invoice with Date of Receipt / Time of Receipt / Stamp of your firm / Authorized Signatory (if Not, please explain RD for necessity of this information will help us to check the transit time for every delivery to RD )**
- **Log call for complaint received under proactive call procedure & enters the complaints in Register or Excel Sheet.**:
- **Highlight / Escalate all complaints which relates to Branch Process owner.**:
- **Check repetitive complaint of same nature, escalate the complaint to respective process owner (Depot/Branch)**:
- **Follow-up on escalated complaint for timely closure.**:
- **Follow-up for collecting 100% Depot Pure Nil Claim Certificate (PNCC) for N-1 month.**:
- **Visit 5 RD / RD Location a month.**:
- **Responsible for executing activities designed & cascaded by branch. (for e.g. Customer visit program to depot )**
**Coordinate and Monitoring**
- **Coordinate with RLM for open queries beyond 3 Days.**:
- **Coordinate with Depot Administrator and WH Supervisor for dispatch related queries & resolution.**:
- **Coordinate with Depot Manager for settlement of open claims of RD due to dispatch errors**:
- **Coordinate with Branch for escalation of complaints if not pertaining to Depot.**
**Reporting**:
- **Daily Report on Proactive Call to RD (To RLM/DM/Project Manager )**:
- **Daily report on open complaints. (To RLM /Branch/Depot Manager /Project Manger )**:
- **MIS chronic customer not giving ACC (To OPS Manager/ RLM)**
**Job Types**: Full-time, Permanent
Pay: ₹300,000.00 - ₹450,000.00 per year
**Benefits**:
- Health insurance
- Provident Fund
Schedule:
- Day shift
- Fixed shift
Supplemental Pay:
- Performance bonus
**Language**:
- English (preferred)
- Hindi (preferred)
Work Location: In person
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