Key Job Responsibilities
- Understand customer complaints regarding mobile phones, laptops, tablets, and accessories.
- Register service jobs accurately in the service management system.
- Explain repair procedures, estimated costs, and delivery timelines to customers.
- Coordinate with technicians regarding repair status and spare parts availability.
- Provide regular service updates to customers via phone, WhatsApp, SMS, or email.
- Handle customer inquiries, complaints, and feedback politely and professionally.
- Ensure timely delivery of repaired devices after quality verification.
- Collect service charges, issue payment receipts, and maintain payment records.
- Maintain customer database and service history accurately.
- Follow up with customers after service completion to ensure satisfaction.
- Promote Annual Maintenance Contracts (AMC), accessories, extended warranty, and company services.
- Maintain confidentiality of customer data and devices.
- Escalate unresolved customer issues to the Service Manager.
- Coordinate with logistics/courier for pickup and delivery services when required.
- Ensure the reception and customer waiting area remains clean and organized.
- Meet customer satisfaction (CSAT) and service quality targets.
- Maintain daily reports on customer visits, service bookings, and pending jobs.
- Build long-term customer relationships to encourage repeat business and referrals.
Daily Duties
- Answer phone calls, WhatsApp messages, and emails.
- Open new service tickets.
- Update repair status.
- Coordinate with technicians.
- Inform customers about completed repairs.
- Deliver repaired devices.
- Collect payments.
- Prepare daily service reports.
- Follow up on pending repairs and customer feedback.
Required Skills
- Excellent communication and interpersonal skills.
- Strong customer service orientation.
- Basic knowledge of mobile phones, laptops, and common hardware/software issues.
- Computer proficiency (MS Office, CRM, billing software).
- Good documentation and record-keeping skills.
- Problem-solving and conflict resolution abilities.
- Ability to work under pressure.
- Professional appearance and positive attitude.
- Time management and multitasking skills.
Pay: ₹10,000.00 - ₹15,000.00 per month
Work Location: In person
