+ Attends phone calls (both call backs and main reception) received by the call center and captures client concerns as per the defined process.
+ Collects necessary information regarding call back, registers call back in MIS, dispatch technician and collects action report and complete call back report in MIS.
+ Co-ordinates with service examiners and supervisors to ensure that every callback is attended within the contractually agreed time limits.
+ Follows relevant procedures regarding status of contract, expiry date, pending payment etc. and inform Service Sales Engineers accordingly.
+ Generates daily call back reports, route wise reports, shutdown list or any other reports that are requested.
+ Updates service route charts in MIS at the beginning of each month and distributes route charts approved by the Manager – Service Field, to all service supervisors.
+ Input service time ticket data in MIS and submit monthly time ticket report.
+ Prepares local material requests’ (LSR) for service and installation department as instructed by the respective supervisor.
+ Performs filing/archiving of call back, repair, and maintenance SVR. (Service Visit Report) and yearly service schedule cards (pink cards) on route basis.
+ Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are achieved during the course of the year.
+ Identifies the training and development requirements for self and agrees on them with the reporting manager to ensure that the required trainings are arranged and attended.
+ Strives to achieve the highest levels of proficiency on all the competencies and skills required to perform the role.
+ Keeps abreast of professional developments, new techniques and current issues through continued education and professional growth.
+ Associate degree in Arts/Science or equivalent
+ Minimum of 4 years of relevant experience in call centre operations in a construction/engineering organization
+ At least 2 years in positions of progressively increasing responsibilities
En rejoignant Otis, vous devenez membre d' un leader mondial innovant de l'industrie avec un modèle économique solide . Vous ferez partie d’une communauté diversifiée, digne de confiance et bienveillante où vos contributions, ainsi que les compétences et les capacités que vous acquerrez en travaillant aux côtés des meilleurs et des plus brillants, nous garderont connectés et à la pointe de la technologie.