Customer Service Representative - Navi Mumbai, India - eClerx

eClerx
eClerx
Verified Company
Navi Mumbai, India

2 weeks ago

Deepika Kaur

Posted by:

Deepika Kaur

beBee Recuiter
Description

Analyst Roles & responsibilities:


  • Interaction with Techs in field to provide them real time support
  • Checking status of services on account in diagnostic tools
  • Ensure to take appropriate steps to resolve customer's problems
  • Troubleshooting of technical issues related to customer's services Tier 1.5 support
  • Communicate effectively and close looping with client in case of observations
  • Updating status in internal as well as client tools
  • Meet process expectations with high quality standards and adherence to SLAs
  • Keep a track of all technicians with regards to the jobs assigned to them
  • Call up customers in case of any delays or to confirm appointments
  • Answer inbound calls from technicians and/or customers
  • Provision equipment's on customers' accounts once the technician has installed them
  • Audit work orders for accuracy and make corrections if required
  • Check for signal levels on all equipment and certify jobs as completed
  • Call up technicians to verify their status if they are taking longer on the job
  • Call up customers one hour prior to their appointment window end time to confirm the technician visit time
  • Call up customers to verify if they are home or not and take another appointment in case of customers being away
  • Add equipment to account in case there is any work order error or if the customer decided to switch some equipment
  • Coordinate with technicians and reassign jobs if some technicians are unable to make it to their appointment
  • Reschedule jobs based on available schedule of customers and technicians
  • Ensure customer satisfaction by understanding their needs and customizing the solution
  • Coordinate with DOJ/DOI team in case of any issues with regards to provisioning or adding equipment
  • Fill up the completion report and share with the APM/PM on a daily basis
  • Collate and share information for all appointments that are cancelled

Functional & Technical Skills:


  • Graduate Fresher's
  • Basic Knowledge of excel
  • Understanding of web technology and cable setup
  • Knowledge in Troubleshooting related process is an added advantage
  • Knowledge in cable or telecom industry is an added advantage
  • Must be reliable in terms of attendance and timing
  • Flexible or 24X7 Shifts (Night shifts)

Salary:
₹15, ₹21,166.00 per month


Benefits:


  • Health insurance
  • Provident Fund

Schedule:

  • Night shift
  • Rotational shift

Supplemental pay types:

  • Shift allowance

Ability to commute/relocate:

  • Navi Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)

Education:


  • Bachelor's (preferred)

Experience:

- total work: 1 year (preferred)

  • Customer service: 1 year (preferred)

Language:


  • English (required)
  • Health insurance
More jobs from eClerx
See all jobs of eClerx