customer service & spare parts assistant

Roles and Responsibilities :

• Providing technical assistance to the customer once the machine is dispatched for installation
• Ensuring the customer site is ready and all installation pre-requisites are met, and planning accordingly for deputing the necessary manpower/engineer for installation
• Courteous communication with the customer via telephone, email or video call and assisting with any technical, mechanical or electrical problems arising in the machine
• Maintaining the appropriate records of discussion and correspondence with the customers
• Arranging procurement and timely delivery of spare parts by close coordination with the production team and store management
• Know thoroughly about the company products and keeping up to date about any changes or updates
• Leading the team of service engineers and providing them appropriate instructions and training for courteous dealing with the customers
• Deputing service engineer at the customers location and analysing his daily activity field reports and guide him accordingly
• Analysing and reviewing service engineers reports made during the customer visit and discuss problems, solutions to close the customer complaint
• Managing and reviewing monthly reports of customers complaints and the deployed solutions along with service reports with the higher management
• Managing monthly reports of spare parts procured, supplied to the customers, including payment and delivery
• Managing quotation, delivery and payments of the spare parts and the service visit charges from the customer

Job Requirements :

• 1-3 years of experience in on customer handling.
• Excellent communication skills for effective complaint handling and query resolution.
• Ability to work well under pressure, prioritizing tasks efficiently during peak periods.