Manage incoming support calls/emails, Plan and execute engineers schedule for onsite delivery, help in managing / ordering of stocks & consumables. Lead KPI s for support team, take an active part in managing customer satisfaction who are under AMC while taking up the challenge of bringing more customers under AMC.
- Manage incoming calls/emails for customer support, being the first point of response.
- Coordinate Support Team response based on Care Plan coverage / no coverage and communicate to customer.
- Plan and execute engineers on-site schedule.
- Collect Voice of Customer through tele calls and Customer Satisfaction Survey feedback and work with Customer Support Manager to drive Customer Success .
- Gather spare parts, consumables requirements through customer interactions to support the sales Operations team to manage and fulfil the demand for spares ordering and Dispatching
- Sending intimation and proposal for the customers who is going out of Warranty/AMC.
Bonus points for experience with
WITHIN YOUR ROLE, YOU WILL:
- Listen to customer problems and respond accordingly in a timely manner.
- Manage incoming support calls (Emails, phone etc.,)
- Effectively plan engineers schedule for deployment
- Manage Forecast of service and recuring revenue
- Reach out to customers and gather service / case qualities.
- Gather spare parts, consumables requirements through customer interactions to support the Sales Operations team to manage and fulfil the demand
- Sending intimation and proposal for the customers who are going out of Warranty/AMC
WE ARE LOOKING FOR A PROFESSIONAL WHO:
- Passionate and compassionate about customer problems
- Possess Bachelor s degree in any stream
- A flexible Service oriented professional with a knack for building relationships with both internal departments and external customers / vendors.
- Use all available resources to solve customer problems, suggest ways to solve most occurring customer issues across various streams.
- Excellent listening skills and ability to understand and interpret business needs to define communication requirements for a variety of audiences.
- Must have good communication skills (English & Hindi) verbal & written, and also understand how licenses / financial billing and procurement work in an MNC
- Minimum 5 years in external customer support
- Experience with managing customers / customer requests.
- Experience and exposure in co ordinating with multiple teams and stake holders.
- History of proven experience in managing and understanding backend process / ERP etc.
Must have good communication skills (English & Hindi) verbal & written, and also understand how licenses / financial billing and documentations work in an multi region business
