Helpdesk Executive

**Job Role**

**Customer Service Coordinator**

**Designation/Title**

**Coordinator**

**Key Focus**
- The primary focus of this role is to serve as the local contact point to support the customers in coordination with field team to manage customer complaints in a pleasant, professional, and efficient manner._

**Roles and Responsibilities**

Ø Act as the initial client contact point for the support team.

Ø Gather and document all incoming client requests and incident information in service tickets.

Ø Efficiently manage the client communication throughout the service ticket lifecycle

Ø To ensure the site preparation guidelines are communicated to customer immediately after the receipts of the OAN from the commercial department and to arrange service personnel for site. Inspection and co-ordination with the field team.

Ø To coordinate with the service engineers / service technicians / Stores personnel and customer till call completion

Ø To monitor the repeat/pending calls and prepare a report to the Manager-CS on daily basis

Ø To follow-up with the Site Not ready customers until the site gets ready and prepare the report for each visit a site not ready report to be obtained from the customer in the prescribed format. A copy of the SNR report is forwarded to HO- Service as per the requirement.

Ø Upkeep of all service records and reports as per the ISO procedure.

Ø To raise the bill for PCB customers after the completion of the job and hand over the same to AMC department for payment collection and follow up for AMC.

Ø Triage and prioritize existing service tickets to ensure timely response by engineers.

Ø Coordinate with Service Engineers by managing schedules for the installation, maintenance and repair of equipment and track call closures.

Ø Reply to customers through mail for escalation calls and to ensure the customer feedback form is being collected from all customers.

Ø Reviewing the service call reports of all service team on daily basis and all call reports containing adverse / pending remarks by the customer have to be brought to the notice of the Manager immediately.

Ø Support AMC /Battery team for submissions/collections through coordinating with Service Engineers

Ø Collecting PM reports on time and forwarding the same to HO team for DSO/collection

Ø Update and file all the service related mandatory documents (IC/PDGRN/service call reports/BRF)

Ø Tracking and maintaining the records of machine populations (under warranty/PCB’s/AMC) for better service

Ø Work with Service Manager on assigned tasks. Provide the highest level of customer support with every client interaction.

Ø Respond to complaints from customers and give after-sales support when requested.

Ø To coordinate with commercial team in forwarding the report of transit damages, short shipments, over shipments if any to the Manager / HO Installation & PM.

Ø Inform clients of unforeseen delays or problems.

Ø Follow-up for daily reports with Engineers and provide the same to Service Manager.

Ø Develop and maintain a positive client relationship by providing routine follow-up customer service calls

**Behavioural Competencies**

**Functional Competencies**

Ø Customer Service Oriented

Ø Presentation Skills

Ø Team Work

Ø Should have exposure in MIS & Data preparation

Ø The ability to solve complex issues

Ø Strong analytical skills

Ø Strong Customer Relations Skills

**Qualifications, Role Specific Knowledge and Experience**

Ø Any Bachelor Degree.

Ø Relevant work experience of 0 - 7 years

Ø Should have an experience in coordination & customer grievance handling.

Ø Excellent communication and presentation skills

**Salary**: From ₹20,000.00 per year

Schedule:

- Morning shift

Ability to commute/relocate:

- Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 1 year (preferred)