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
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