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Service In|charge |Chennai|

Place of work Chennai
Contract type -
Start date -
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Job details

Job description, work day and responsibilities

As a Service In-Charge, you will be responsible for the efficient operation of the service department and ensuring that customer service standards are met or exceeded. You will oversee day-to-day processes, monitor service transactions, and manage the team's performance in order to provide exceptional service to our customers.

Day-to-Day Process Control and Monitoring:
• Ensure smooth operation of service processes.
• Handle customer inquiries and issues promptly and professionally.
• Monitor the ELS (Expected Level of Service) for all products and services.

Call Monitoring:
• Track and manage the entire call lifecycle from initial logging to resolution or closure.
• Monitor pending calls and ensure timely resolution.
• Analyze Average Waiting Period (AWP) and take measures to minimize customer wait times.

TAT (Turnaround Time) Management:
• Establish and maintain TAT benchmarks for various service activities.
• Ensure that service requests are handled within defined TAT limits.
• Implement process improvements to optimize TAT.

Escalation Management:
• Handle and resolve customer escalations and complaints effectively.
• Implement escalation protocols and ensure escalations are resolved in a timely manner.
• Identify root causes of escalations and work to prevent their recurrence.

Material Transaction Tracking and Monitoring:
• Monitor the movement and availability of service materials and spare parts.
• Ensure accurate and up-to-date inventory management.
• Coordinate with procurement to maintain adequate stock levels.

Audit of All ASPs (Authorized Service Providers) in the Defined Territory:
• Conduct regular audits of all ASPs to assess their performance and compliance with company standards.
• Evaluate pending calls, inventory levels, and the soft skills of ASP staff.
• Provide feedback and guidance to ASPs for improvement

Company address

India
Tamil Nadu
Chennai Show on map Get directions
Company Name: EVM India
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Apply and send CV
Offer ID: #781317, Published: 1 week ago, Company registered: 2 years ago

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