(Samsung Authorized Service Center )

- Key Responsibilities & Duties

1. Call Management & CRM Portal Operations Monitor and manage daily service call queues via brand portals (GSPN / Samsung CRM) and internal management software.

- Allocate incoming field service requests, installation orders, and breakdown calls to appropriate field engineers based on pin code, technician skill set, and workload.
- Track calls through all stages: Open -> Assigned -> In-Progress -> Pending Spares -> Completed/Closed.
- Update call statuses, appointment reschedules, technician notes, and closure remarks in real time to avoid SLA breaches.

2. Field Team Coordination & SLA Monitoring Conduct daily morning operational briefings to distribute job sheets and review pending/carry-forward calls.

- Monitor real-time field progress, ensuring engineers adhere to scheduled customer visit windows.
- Assist technicians on the field with serial number validations, warranty status checks (In-Warranty / Out-of-Warranty), and required OTP/sign-off closures.
- Track critical service metrics: Same Day Completion (SDC), Next Day Completion (NDC),



and repeat complaint ratios.

3. Customer Support & Escalation Handling Handle inbound follow-ups and service inquiry calls with skilled, empathetic communication.

- Conduct post-service customer feedback calls (Happy Calls) to assess service satisfaction and verify invoice amounts.
- De-escalate customer grievances regarding part delays, repeat issues, or technician punctuality, coordinating urgent resolutions.
- Document and escalate edge-case complaints to the Branch/Brand Service Manager when policy deviations are needed.

4. Billing, Claims & ReportingValidate warranty claims with supporting documentation (customer invoices, serial number photos, job cards) prior to portal submission.

- Generate invoices for out-of-warranty (OOW) repairs, labor charges, and spare parts.
- Maintain daily operational MIS reports, tracking:
-

- Total calls received vs. closed
- Pending aging calls (24 hrs, 48 hrs, >72 hrs)
- Spares pending aging
- CSAT/NPS survey trends

📌 Back Office Executive (Howrah)
🏢 Dream Wave Services
📍 Howrah