Job Responsibilities – Leader, Help Desk

The Leader – Help Desk shall be responsible for the effective management and monitoring of all customer communications, ensuring timely response, proper tracking, and closure of all enquiries and complaints.

Key Responsibilities:

Recording of Enquiries and Complaints:
- Receive and systematically record all customer enquiries, complaints, and service requests through email or other communication channels.

Ticket Creation and Management :
- Create a unique ticket for every enquiry or complaint received.
- Maintain a structured ticketing system for tracking and monitoring purposes.

Coordination with team members
- Ensure all concerned department heads and relevant team members are looped into the communication at the time of ticket creation.
- Facilitate coordination between internal teams to ensure timely resolution.

Data Tracking and Reporting
- Maintain accurate records for each ticket, including:
- Date of receipt of customer communication
- Date of latest response provided by the company
- Expected closure date of the ticket




- Generate periodic reports for management review.

Response Time Compliance
- Ensure that responses to customer communications are provided within a maximum period of 15 days from the date of receipt.
- Follow up with concerned teams to avoid delays and ensure adherence to timelines.

Penalty and Compliance Enforcement
- Monitor adherence of all team members and departments to defined protocols and response timelines.
- Identify instances of non-compliance or delay.
- Ensure appropriate penalties, as per company policy, are levied on responsible team members/departments for failure to follow laid-down procedures.
- Maintain records of such deviations and actions taken for audit and review purposes.

Closure and Documentation
- Monitor tickets until final closure and ensure proper documentation of resolution provided.
- Confirm customer satisfaction before closing the ticket, wherever applicable.

📌 Sr. Customer Care Executive (Ambattur)
🏢 USHA FIRE SAFETY EQUIPMENT
📍 Ambattur