Job Description
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
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
💡 Quick Summary
Seeking a career-building opportunity? The Service In|charge position is now open for candidates interested in the Remote Jobs sector. This role in Chennai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Remote Jobs is a plus.
