Reporting To: Technical Manager – Identity & Access solutions
Location: Mumbai/Pune(West)
Position Summary
The position will be responsible for support in installations, and commissioning of the hotel locks & wireless access control system on site visit and remotely, ensuring timely resolution of customer service requests and thus, ensuring a great customer experience and satisfaction by providing best-in-class after sales service and software training. The incumbent is expected to ensure this by following standard procedures. The position is required to take ownership by displaying solid empathy to customers’ issues and complaints and ensure resolution within agreed timelines and up-to defined satisfaction standards.
Roles and Responsibilities
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Responsible for Installation and commissioning of hotel locks & wireless access control solutions across the region assigned.
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Responsible for maintaining data as per sites and following up for AMC proposal.
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Responsible for training hotel staff on site visiting or remotely as per customer requirement via video conferencing.
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Act as the first point of contact for cases of escalation in the region and record customer feedback in a timely manner.
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Generate referral sale and/or recommend value added services to the existing customers in the region
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Responsible for improving the overall service standards in the assigned territory by ensuring timely closure of service requests as per the defined service guidelines.
Skills Required
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Strong customer focus and empathy to not only troubleshoot when needed but to ensure proactive mechanisms to deliver on customer delight.
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Ability to collaborate cross-functionally to own customer problems as ONE ASSA ABLOY
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Ability to clearly and effectively communicate with customers over telephone and email communication
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Detail oriented and diligent in terms of follow-up / completion to ensure satisfaction of customers