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