Customer Care Officer

20 hours ago

Banjara Hills Hyderabad Telangana, India Arya Omnitalk Wireless Solutions Pvt Ltd Full time

**Job description**

**CCO JOB DESCRIPTION**

A**) Service calls and Reports**

1. Attending Daily Customer calls

2. Ack to customer within SLA for all cust complaints received cases for next action steps

3. Discussing with Tech Head on daily basis for all open ticket cases for allocations based on SLA priorities

4. Allocation of fault calls to respective enginners by before 10am on day/ or closing allocation assignments by previous day

5. Feedback from customer ( Service calls opened)

6. Preparing daily report

7. CCO Report on Monthly to HO Tech head, BM & local Service head

8. CS MIS Data to HO Tech Head, and NSC Lead on monthly

9. Branch MIS Service report to Branch Head

10. Local Service Report to HO head & NSC (1ST of Every month)

11. Churn Report & Chrun Threat Report to HO Tech head ( Monthly)

12. BDA Installation report to HO Tech head 5th of every month

13. Revenue Report to HO Tech head
- Every Month

**B) SAP Entries**

1. Notification creation

2. Notification Closing

3. PM entry

4. Reinstallation

5. Installation

6. Deactivation

7. NSC DC in SAP

8. Report generating

**C) Revenue & Documentation**

1. Sending proposal (amc, accessories,non amc)

2. Follows up and getting the order

3. Preparing SOF, AMC & Non AMC billing Advice.

4. follow ups with commercial/ HO for Invoice ( for all 3 )

5. Updating Revenue Report

6. Follow ups with customer for payment.

7. Sending payment advice to commercial once payment received ( In format given y HO)

**D) NSC Co-ordinations**

1. Sending radios to Nsc for repair

2. Any estimation, should followup with customer and update Nsc for billing.

3. Follow ups with NSC on RT Status and returns.

4. Ensuring cust approvals with repair PO, or payment advice before sending chargeable faulty radios to NSC

5. Sharing of repair PO/ approvals to NSC time to time for maintaining min TAT

**E) Accessory Stock maintaining**

1. Planning / Ordering for local sale accessories.

2. Regular updates in SAP for all items of Service department

3. Consumtion register maintaining by physical record & at SAP (auditable) for all drawn repair items/ components from CG via MRS/ BTR

**F) Customer Feedback & Visits**

1. Will visit customer for any service issue and orders.

2. Collecting testimonials / CSAT letters periodically (Min 2 cases in 30days)

3. New Customer Questionnaire(For NEW order verification) sent by HO

4. Customer visits min 2 cases at each week

5. Joint visits to cust location along with Tech Team/ Sales Team/ Branch Head as and when required

**G) Extending support to Team Sales**

1. Sending quotation to existing customers for additional orders

2. follows ups & getting orders.

3. Calling existing customers for New order and on other Services

**H) Others**:
1. Local city language fluency for speaking and undestanding skills is must, in addition to English and Hindi on good grip

2. Good knowledge and working skills on Excel Spread sheet, MS word and data refining is compulsory

3. ID proof doc (Aadhaar/ PAN) is essential always, for cust office at access entry permissions

**Salary**: ₹8,086.00 - ₹26,921.61 per month

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift

**Education**:

- Bachelor's (preferred)

Work Location: In person

**Speak with the employer**
+91 7559383728

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