Front Desk Executive (Female)

Key Responsibilities:

1. Client Interaction & Call Management

• Receive support requests from clients via phone, email, or walk-in and log each request in the service register or CRM system.
• Collect and record essential details such as client name, contact number, site address, issue description, and time of complaint.
• Acknowledge receipt of the complaint to the client and provide a tentative response timeline.

2. Assignment & Coordination

• Assign calls to the next available Technical Support Executive or Service Engineer based on workload and skill level.
• Ensure calls are attended the same day or by the next working day as per company SLA.
• Coordinate between engineers and clients for scheduling visits and follow-up updates.
• In cases requiring OEM intervention or material replacement, assist the engineer in logging calls with OEM and follow up for resolution.

3. Monitoring & Tracking

• Maintain daily records of all open and closed service calls.
• Track each complaint’s lifecycle: received → assigned → attended → resolved/ escalated.
• Escalate unresolved or delayed calls to the Service Manager or higher engineer promptly.
• Update the service log with action taken, resolution provided, and current status.

4. Documentation & Reporting

• Collect service reports from engineers after every visit.
• Verify that service reports include all required details — time of complaint, assignment time, visit details, resolution, status (resolved/pending/OEM support), and client signature.
• File and archive all reports for audit and reference.
• Generate daily, weekly, and monthly service performance reports for management review.

5. Performance Review Support

• Support the management in evaluating engineers based on:
• Response time
• Resolution efficiency
• Number of repeat visits
• Client feedback and satisfaction
• Maintain client review/feedback records for each service call.

Job Type: Full-time

Pay: ₹20,000.00 - ₹25,000.00 per month

Education:

• Bachelor's (Preferred)

Experience:

• Front Desk Executive / Admin Executive: 1 year (Preferred)

Work Location: In person