Service Executive | Godrej Interio | Delhi

KRA:-

1. Service delivery as per defined parameters
2. Supervising B2B Projects.
3. Improved customer experience and customer satisfaction.
4. Training to Technicians Technical, digital, soft skills.
5. Categorisation of products and Product feedback.
6. Revenue targets in the defined sphere of activities.

Job Description:-

Candidate needs to handle the following activities:

A. Service delivery as per defined parameters

1) Manage service delivery through ASPs and dealers within defined parameters, viz. Open call days, Customer Satisfaction No (CSN), Closure Visit Time (CVT).

2) Reviewing and monitoring calls of Authorised Service provider (ASP) and ensuring desired service level are met.

3) Manage problem resolution during installation and warranty period.

B. Supervising B2B Projects.

4) Project supervision, site visits, attending customer meetings, monitoring and updating project progress.

5) Manage critical performance parameters on digital platforms, viz. Power Apps and (Customer relationship management) CRM, (Project Monitoring and Tracking System) PMATS, etc. for various operational activities.

C. Improved customer experience and customer satisfaction.

6) Overall improvement in customers service experience and customer satisfaction by adhering to processes, guidelines and continual improvement.

B. Training to Technicians

7) Coordinate and arrange training for ASP and (Wholesale Dealer) WD technicians and back office.

8) Provide training through Toolbox Talk (TBT), accompanied visits and calls rooms training covering technical training, soft skills and digital platforms.

E. Categorisation of products and Product feedback.

9) Manage warehouse activities, viz. categorization and service spares stock control.

10) Provide prompt and meaningful feedback on products to enable product Corrective and preventive action (CAPA) at HO.

F. Revenue targets in the defined sphere of activities.

11) Achieving service revenue as per plan by planning and conducting Free service camps.

12) Revenue generation through ASP and WD channels, accessories, Value Added Services (VAS), etc., as per profile assigned.

Requisite Qualification

Essential

2 years of work experience for Diploma in Engineering
OR
8 years of work experience for ITI With NCTVT
OR
10 years of work experience for ITI

Preferred

Requisite Experience

Essential

(a) Front-end handling of customers

(b) Manage manpower / team of technicians.

Preferred

Hands-down experience of computer operations – MS Office.

Special Skills Required

Essential: Good communication skills, customer centricity, empathy towards customers, team player, assertive

Preferred: Use of Digital Apps