Customer Service - Junior Executive

Major responsibilities / accountabilities:

• Provide first contact resolution to the customers visiting at the Customer Service Centre.
• Log all customer interactions in SAP with correct tagging, and ensuring that they are routed to the concerned department within the organisation.
• Maintain follow up of pending customer issues and escalate pending customer concerns.
• Coordination with teams who handles various other modes of Customers contact such as Call Center, E-mail desk etc. for timely resolution of customer issue and to provide feedback.
• Highlights recurring issues/concerns faced by customers for process improvement.
• Facilitate billing and collection efforts of the GA
• Manage the foot fall efficiently to maintain wait time within limit finalised by TG management.
• Ensure hygiene and Branding of the Customer Service Center premises.
• Scan and Maintain documents provided by customers.
• Visit Customer Premises for the new connection registration or resolve to customer queries that demand site visit.
• Generate and maintain MIS regarding customer interactions, analyze it and take corrective actions