Job Description

Role

: Manage incoming Interactive Voice Response (IVR) calls effectively, ensuring customers are directed to the right department and their queries are resolved promptly.

Responsibilities

: Configuring the IVR system to route calls based on customer requirements (e.g., complaints, inquiries, and service requests). Monitoring IVR logs to ensure all calls are attended to and followed up. Training the customer support or reception team to handle basic IVR queries. Providing detailed call summaries to relevant departments for further action. Ensuring prompt responses to missed calls or unresolved queries from the IVR system.

Tips for Effective IVR Management

: - Keep the IVR menu simple and user-friendly. - Regularly update the IVR system with new options or announcements, such as downtime or service updates. - Use analytics from the IVR system to identify common customer concerns and improve services.

Integration across Roles:

To manage these responsibilities seamlessly:

Use a

centralized CRM system

to track technical coordination, complaints, quotations, and IVR call data. Assign dedicated team members or escalation points for each area (technical coordination, complaints, spares, IVR). Regularly review and optimize workflows to ensure faster turnaround times and higher customer satisfaction.
5.

Handling Payment follow up-Spare & CRM

For spares and retention amount regular follow up with customers to receive the payment within time, as per the payment terms.

6.

Task Assignment and Monitoring --CRM/Spare (Spareperson should be given a growth parameter as this)

Assigning Jobs

: CRM software helps assign service requests to engineers based on location, skillset, and availability.

Atmaram and Suhas will tell her for the west region.

Tracking Progress

: Real-time tracking of job status (e.g., assigned, in progress, completed).

Performance Metrics

: Generating reports to analyze individual and team performance. Sending monthly data to all service engineers.
Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹35,000.00 per month

Benefits:

Cell phone reimbursement Health insurance Provident Fund
Work Location: In person