Customer Relation Executive

Department: Customer Service - Customer Excellence Center
Role Type: Customer Relation Executive
Designation: Executive
Role Type: NAPS
Location: kumananchavadi

Key Focus
Call Logging Team: The primary focus of this role is to serve as Centralized contact point to support the customers for the complaints and concerns in a professional and courteous manner.
Call Assignment: Prioritize and assign Service Appointments to ensure timely response by engineers

Roles and Responsibilities - Call Logging Team
-Customer Support:
Answer inbound customer calls promptly and professionally.
Answer abandoned (missed calls) customer calls promptly and professionally.
Provide accurate information about products, services, policies.

- Complaint Handling:
Address customer complaints and concerns in a professional and courteous manner.
Work towards resolving issues to the satisfaction of the customer while adhering to company
policies.

-Case Registration
For UW/AMC Assets, Case to be Registered in CRM after verifying the Customer / Asset
Information
For PCB Assets inform customer for Visiting charges, upon approval Create Case and PCB Quote,
after Approval of charges close the Quote as Approved
Transfer the case to respective Revenue SPOC.

-Case Assignment
Assign Service appointment to VRA or Field Technician

-Time Management
Handle call with effective and efficient conversation with clear and concise information.