Key Responsibilities
- Conduct post-service customer satisfaction calls and maintain CSAT records.
- Handle customer complaints, coordinate resolutions, and ensure timely closure.
- Follow up with customers after installation, service, warranty support, complaints, and AMC renewal.
- Monitor customer retention, inactive customers, and AMC renewals.
- Evaluate technician performance, professionalism, punctuality, communication, and service quality.
- Conduct random service quality audits and identify gaps in SOP compliance.
- Investigate customer complaints and prepare findings with corrective action recommendations.
- Identify recurring complaints, service failures, and operational issues through root cause analysis.
- Audit service processes including response delays, missed appointments, job cards, service entries, repeat visits, and unresolved complaints.
- Maintain accurate customer feedback, complaint, retention, AMC, and service quality records.
- Prepare daily, weekly, and monthly reports on customer satisfaction, complaints, service quality, technician performance, and improvement areas.
- Coordinate closely with the Service Manager, Service Coordinators, and Service Technicians to improve customer experience.
- Escalate critical customer issues to management and recommend preventive and corrective actions.
Ideal Candidate
- Strong communication and customer-handling skills.
- Good analytical and problem-solving abilities.
- Ability to investigate issues and identify root causes.
- Strong follow-up and coordination skills.
- Good documentation and reporting skills.
- Experience in customer service, service quality, CRM, or service operations will be an advantage.
Pay: ₹15,000.00 - ₹18,000.00 per month
Benefits:
- Cell phone reimbursement
- Internet reimbursement
- Provident Fund
Work Location: In person
