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Job Code ECC-01
Designation Executive Customer Care
Profile of the position: Usual back office work includes IT and technical support services. He or she will assist in all administrative back office activities
Duties and Responsibilities
  • Should be able to execute work functions related to asset and inventory management, IT call co-ordination, admin and other back office activities
  • Creates and maintains good knowledge documentation.
  • Performs other duties as assigned.
  • MIS reports, Daily/Weekly/Monthly Reports.
  • Assigning the calls to Engineers & taking the feedback.
  • Taking appreciation mails from users & customers.
  • Deliver services as per procedure/process document, if available.
  • To log calls in the call logging tool on behalf of users if required.
  • To ensure that on site engineers are logging all incidents in the cal logging tool and maintaining proper status of call.
  • To provide support for usage of the call logging tool to users and on site engineers.
  • To log calls with vendors.
  • To follow up with onsite engineers and vendors for the call closures.
  • To maintain engineer attendance data.
  • Provide different call reports as and when demanded by customer / PM.
  • Create and maintain engineer shift register.
  • Maintain all reports and forms required for different deliverables at customer site.
  • Ensure that all corrective actions identified in internal audits are closed.
  • Implementation of Quality Management System at customer site/location, if applicable.
Knowledge, Skills & Competencies
  • Graduate with one year experience in handling customer complaints
  • Good Communication skills
  • Ability to co-ordinate well amongst teams as well as vendors.
  • Sensitivity to needs of the Engineers attending calls and the call centre agents.
  • Ability to generate reports.
  • Preferably has good skills on MSOffice, may have worked on some helpdesk tools.
Desired Qualification Minimum H.SC. or degree in any discipline.
Desired Experience Minimum 6 Months or 2 years of experience Helpdesk coordinator/ call co-ordinator/backoffice experience is required.
Location Mumbai