Customer Service
Complaint Management : · Resolve customer complaint & queries as per defined process. Ensure SLA adherence · Where required, escalate to SM and provide on priority resolution Facilitation : · Installation: Manage end-to-end the installation process for calls created at the store · Repair: Follow repair facilitation process for carrying in products (EW/DOA/FS) · RPA: Assist customer on product returns, follow inward RF process · Follow up with head cashier on account sale closures · Interact across touchpoints (customer/brand/EW/CC),review & follow-up on pending repair calls Service assurance · Proactive out calling to customers on high-value purchase as per SOP · Continuous update during installation & repair on in-store facilitation to customers – GAN/ID Reporting · Daily: Checklist update on share point. SM & CSM to review daily report · Weekly: In-store meeting with SM & CSM to review service performance Hygiene standards(Daily): · Keep CSD table FREE of clutter · Checks availability of drinking water & disposable glasses · Maintain personal grooming as per company standards · Adhere to assigned shifts |
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