- Prepare the service centre and work area for the day.
- Ensure the service centre opens on time and is ready to welcome customers as per schedule.
- Attend to customers and solve queries
- Manage crowds
- Educating customers about the token system and approximate waiting time
- Ensuring the customers are comfortable and keeping a short interaction ongoing while they are waiting.
- Be abreast with the usage of CRM
- Troubleshoot and ensure correct solution for each customer
- Inward devices if needed
- Enter correct details of the customer in the CRM
- Assign jobs to the technicians via the CRM
- Handing over service report to each customer.
- Respond to instructions from the technicians by updating status on CRM.
- Calling customers to update status of their instrument.
- Preparation of Detailed Service Reports.
- Prepare and maintain all necessary paper work and documentation.
- Ensure that the customer has been given the delivery report and an invoice whilehanding over their product.
- Happy Calling to ensure customer satisfaction.
- To work on achieving CSAT for your service center
- Understand the various parameters of ACSE




- Ensure the above parameters are always kept in mind while doing all tasks and
- Ensure continuous learning via ATLAS
- Be updated on all courses to ensure updated knowledge of service centre operations
- Be abreast with all service centre processes and SOPs
- Handle KBB, KGB, Mail-in, Carry-in etc. as per SOPs
- Prepare reports like iOS reports,daily parts sheet and other excel or google sheets as specified
- Be abreast with GSX as per role assigned
- Be able to create invoice in the ERP, make receipt entries and do the day close function
- Encouraging customers to give their feedback.
- Be mindful of revenue target for each month and keep a track of achievement
- Attend weekly weeks and participate actively
- Read service news regularly
- Any other tasks as handed over by the reporting manager /management.
- Refer VMI guides (Visual Mechanical Inspection) while attending & in-warding customer’s devices.
- Ensuring that the product and all relevant paperwork is ready before the customer arrives for pick up.
- Refer OP/TP/SV/IT articles to enhance skills & to improve transaction timings.

📌 CRE (Indore)
🏢 NGRT Systems
📍 Indore