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
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
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
