Customer Service Rep - Office Automation

Overview of the role:

Work Controller with Brand & MFP related Technical and Commercial Skills

Manage customer incoming calls and update the repair status.

What you will do:-

Description of Accountability:

OA WORK CONTROLLER

• Manage Jobs / Customer requests
• Log Service delivery requests & Supplies delivery requests
• Ensure SLAs in attending calls with least Call Abandon Ratio
• Allocation of Jobs taking into consideration geographical routing, Maximize per day per Tech productivity, Meet response time 2 – 4 hours, Assess Load Vs Capacity of Techs
• Plan the Preventive Maintenance schedule (based on AMC terms and/or Document volume of the Printers / MFPs)
• First Line Support (FLS) - Provide resolution over the phone / email to the Customers for their Printers / MFPs (product features, Scan / Print / Fax issues/Solutions issues)
• Awareness of Brand’s Technical data repositories (portal based / local data base Ex. Ribbon) for product features and service-related data
• Customer relationship management (key for CS and for service referrals for new machines)
• Work in close coordination with Supervisor / Manager and the field teams (technical & delivery crews) for real time / dynamic service support to the customers
• Prepare Estimates / Quotes – Awareness of Spare Parts and the replacement articles
• Follow up for estimate approvals
• Update full cycle of the Jobs in SAP – Notification/Service order/Spare requests/Job update/Invoicing
• Co-ordinate with stores for parts / units
• Filing of relevant documents.
• Co-ordinate with Drivers for the committed deliveries
• MIS reports

AV WORK CONTROLLER

• Follow up with customer for estimate approval
• Update full cycle of the Jobs in SAP – Notification/Service order/Spare requests/Job update/Invoicing
• Co-ordinate with stores for parts / units
• Prepare Estimates / Quotes – Awareness of Spare Parts and the replacement articles
• Allocate the daily incoming jobs to technicians
• Follow up with technicians and customers for field appointment and ensure the schedule is attending as per the commitment
• Ensure the feedback / schedule changes if any to be updated to the customer in time
• Filing of relevant documents.
• Co-ordinate with Drivers for the committed deliveries
• Follow up and collect the outstanding payment from the customers
• Minimum 15 hello calls to the customers and update the report and submit on every Saturday.
• Customer complaints very minimal – based on the target
• Customer incoming calls to be attended within min rings based on the target