Job Description

Roles & Responsibilities

Customer Satisfaction

• Ensure delivery, installation and/or repair of goods on time as agreed with the customers towards increased customer satisfaction

• Communicate with the customer in advance and agree on a mutually suitable time for the installation or repair

• In the event of not being able to reach the customers’ place as per schedule, ensure that the customers are informed well in advance to avoid inconvenience and agree on a new schedule

• Provide exemplary customer service to internal & external customers and ensure all customer interactions support our Customer First philosophy.

  
  

Business Performance

• Timely & efficient resolutions of all installation / repair jobs as applicable

• Ensure that the repair/installation tool kit and spare parts kit are replenished and the parts stored are serviceable and in good condition

• Analyze escalated customer product & service issues and assist the supervisor & management to resolve the same. When needed use appropriate method (warranty verification letter, one time labor and/or parts, refund, exchange, etc.,) to satisfy customers while adhering to company policy

• Partner with supervisor when appropriate to resolve technically complex issues related to service & product complaints. Evaluate, research & recommend appropriate action

• Take escalation calls from fellow team members to bring about successful closure to the customer issue

• Take inbound calls as assigned and participate in task teams, projects and support the call center

  
  

Professionalism

• Demonstrate in-depth knowledge of assigned product lines from the company catalogue

• Ensure accurate & complete documentation of repair jobs, DWC’s, STN’s, etc.

• Ensure all submitted forms and correspondence (including time sheets and job notifications), daily & monthly performance tracking reports are accurate, complete & are processed efficiently and effectively

• Demonstrate efficient & appropriate use of resources

• Assist the supervisor & management staff in floor coverage, house keeping, handling & training of new hires within the department

• Adapt to the temporary or permanent changes in the operations and multi skill as necessary

Desired Candidate Profile

Qualifications: A Diploma in Mechanical or Electronics Engineering (or) a Diploma in Refrigeration & Air conditioning

Experience: Minimum 3 years in consumer appliances / electronics industry Compulsory

Additional Qualifications: Read, write and speak English