Customer Support Desk (CBS10FT RM 3890)

Position: Customer Support Desk (CBS10FT RM 3890)

General Purpose
Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.

Responsibilities

• Scrutiny/review of Call / Complaints
  o Type of call as Commissioning call, Under warranty, Chargeable, FOC etc.
  o Communicate & define type of defect & related actions.
  o Understanding & Briefing PO terms for under warranty services
  o Ensure recovery of Old outstanding payments if any.
• Ensure availability of materials, Tools, safety equipment’s required for the visit.
• Identify & Ensure availability of supporting manpower, CSD employee matrix for allocation of projects
• Travel plan, booking, reservations.
• Communication with customer before visit.
• Daily work progress report to Customer Support Desk.
• Handling Subcontractors & monitoring work progress.
• Receipt of Work completion / Service report in line with PO.
• Post visit status report & pending actions, if any.
• Reporting – completion % V/s Total supply quantity of project.
• Ensure all received / issued materials returned to stores / QA.
• Report non-conformity observed at site & root causes for defect.
• Focus on – Escalated, High impact & repetitive complaints.
• Development of subordinates by giving Technical Training / site briefing.

Payment recovery

• Follow up for outstanding payments within visited region (as per input received from backup desk).

Education and Experience

• Relevant bachelor’s degree, Diploma.
• Preferably experience in Customer service > 1 Year or with similar profile.
• Should have good English, Hindi communication both in verbal and written.
• Proficiency in MS Office applications
• Should be initiator and self-motivated.
• Ready to travel as per requirement.

Key Competencies

• communication skills
• supervisory skills
• problem analysis and problem-solving
• planning and organizing
• initiative
• flexibility

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