The Tele-caller is responsible for proactively following up with customers throughout the service journey to improve customer experience, increase NPS participation, reduce pending service cases, and ensure service process compliance. The role also supports service centers through outbound calling, record verification, data accuracy, and operational coordination.
Key Responsibilities:
1. Customer Follow-up
· Conduct outbound calls for: Pending Pickup, Pending Delivery, Open Work Orders, Part Pending Cases, No Contact Customers & Device Ready for Collection.
· Ensure customers receive timely service updates.
· Escalate unresolved issues to the respective Service Center or RSM.
2. NPS Improvement
· Increase NPS Response Rate through customer-engagement.
· Encourage genuine customer participation after service completion.
· Follow OEM calling guidelines.
· Ensure no manipulation or coaching of customer feedback.