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 (India)
🏢 USHA FIRE SAFETY EQUIPMENT
📍 India