Customer Service Trainee

Description:

• Attends phone calls (both call backs and main reception) received by the call centre and captures client concerns as per the defined process.
• Collects necessary information regarding call back, registers call back in MIS, dispatch technician and collects action report and complete call back report in MIS.
• Co-ordinates with service examiners and supervisors to ensure that every callback is attended within the contractually agreed time limits.
• Follows relevant procedures regarding status of contract, expiry date, pending payment etc. and inform Service Sales Engineers accordingly.
• Generates daily call back reports, route wise reports, shutdown list or any other reports that are requested.
• Updates service route charts in MIS at the beginning of each month and distributes route charts approved by the Manager – Service Field, to all service supervisors.
• Input service time ticket data in MIS and submit monthly time ticket report.
• Prepares local material requests’ (LSR) for service and installation department as instructed by the respective supervisor.
• Performs filing/archiving of call back, repair, and maintenance SVR. (Service Visit Report) and yearly service schedule cards (pink cards) on route basis.
• Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are achieved during the course of the year.
• Identifies the training and development requirements for self and agrees on them with the reporting manager to ensure that the required trainings are arranged and attended.
• Strives to achieve the highest levels of proficiency on all the competencies and skills required to perform the role.
• Keeps abreast of professional developments, new techniques and current issues through continued education and professional growth.