After Market CCS - Customer Care Role (Technical Support)

Key Purpose of the Job :

The Customer Care Associate is responsible for attending calls and handling customer interactions in the customer service toll free number. This includes logging of customer complaints, assigning technicians, addressing service requirements / queries, conducting service evaluations and documentation of calls.

Educational Qualification / Experience required :

- Graduate degree in any discipline
- Experience of 3 to 5 years in call centre - Should possess multilingual skills - Must possess knowledge of spoken Hindi

Key Responsibilities :

1. Responsible for attending calls on toll free number and ensuring action is taken to resolve complaints
2. Responsible for attending to enquiries made by potential customers on Toll Free Number 3. Handle calls for feedback and evaluation of aftermarket service 4. Handle After Call Work (ACW) including MIS, documentation

Task Analysis:

Indicative Tasks

1. Responsible for attending calls on toll free number and ensuring action is taken to resolve complaints

• Attend to incoming calls on toll free number and log calls in Customer Care System (CCS).
• Ensure breakdowns calls are immediately assigned and action is taken.
• Use and adhere prepared / set script while receiving calls and during interaction with customers, dealers.
• Ensure adherence to call answer timeframes, call hold time, calls in queue as per defined procedures.
• Provide initial level inputs / guidance to customers to resolve issues based on checklists, quick reference guides and other support materials.
• Provide customers with tracking numbers to be used as reference till issues are resolved and closed.
• Assign and direct calls / complaints to aftermarket service based on product range, customer locations and other parameters.
• Track and monitor progress made by aftermarket service technicians including dealer technicians.
• Escalate unresolved customer complaints / issues / complications to higher levels, as necessary.
• Seek confirmation from customers on resolution of complaints and complete closure documentation.

2. Responsible for attending to enquiries made by potential customers on Toll Free Number

• Use and adhere to prepared / set script while receiving calls and communicating with customer.
• Provide basic / first level information to potential customers with inputs from product documentation, user manuals, quick reference guides and other support materials.
• Based on product range, customer, location, direct the enquiry to concerned Sales Engineer / Area Sales Manager.
• Provide support to AMC enquiry generation by providing potential / existing customers information on AMCs.

3. Handle calls for feedback and evaluation of aftermarket service

• Use and adhere to prepared / set script while making calls and communicating with customer.
• Use appropriate questionnaire based on customer stage in customer life cycle (for example, post commission, post installation, post resolution of complaint).
• Escalate any issues / queries raised by customer to appropriate teams.
• Record responses made by customers in the database and ensure accurate documentation.

4. Handle After Call Work (ACW) including MIS, documentation

• Prepare complaint register, update records as and when action is taken.
• Keep accurate records of enquiries, discussions, correspondence with customers in database.
• Provide support in other activities in aftermarket (for example, identify discrepancy in dealer e- reimbursement settlement by studying the difference in batch wise amounts).
• Extract recorded information from database and prepare reports for periodical reviews.
• Provide ad hoc reports / information as and when required by business.