Location: Mumbai
Experience: 4-6 years
Industry: Automotive
Working Days : 6 days
Key Responsibilities:
- Serve as the primary point of contact for dealers, assisting them with technical inquiries, concerns, and requests by 24/7.
- Providing guidance and support in diagnosing & resolving the product issues which dealer team raises through ticket or phone call promptly and effectively.
- Raising tickets on behalf of dealer in the unavoidable circumstances.
- In case the Hotline executive is unable to provide solution at first level, then the same must be escalated to team for necessary guidance and support.
- Any recent issue reported should be documented as SOP for addressing similar issues in future.
- Handling first level of diagnostics tool related queries from dealers concerning Hardware / Configuration / License support.
- Providing guidance and support to dealers regarding new product information.
- Prepare regular reports on dealer queries with respect to the requirement.
- Develop Standard Operating Procedures (SOPs) for recurring or novel issues.
- Escalate complex issues to appropriate departments or management as needed.
- Track the issue with the dealer and ensue proper closure of the issue/ticket.
- Job card analysis w.r.t cost analysis and warranty decisions.
- Analyse data to identify areas for improvement and recommend actionable solutions.
- Management reporting: Daily, Weekly & Monthly.
- KPI Targets to be tracked as per the required format.
📌 Technical Hotline Support (Navi Mumbai)
🏢 MSX INTERNATIONAL
📍 Navi Mumbai
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