Customer Care Executive

Usual back office work includes IT and technical support services. He or she will assist in all administrative back office activities.

Duties and Responsibilities
• Should be able to execute work functions related to IT call co-ordination, admin and other back office activities
• Creates and maintains good knowledge documentation.
• Performs other duties as assigned.
• MIS reports, Daily/Weekly/Monthly Reports.
• Assigning the calls to Engineers taking the feedback.
• Taking appreciation mails from users customers.
• Deliver services as per procedure/process document, if available.
• To log calls in the call logging tool on behalf of users /on site representative if required.
• To ensure that on site engineers are logging all incidents in the call logging tool and maintaining proper status of call.
• To provide support for usage of the call logging tool to users and on site engineers.
• To log calls with vendors.
• To follow up with onsite engineers and vendors for the call closures.
• To maintain engineer attendance data.
• Provide different call reports as and when demanded by customer / PM.
• Create and maintain engineer shift register.
• Maintain all reports and forms required for different deliverables at customer site.
• Ensure that all corrective actions identified in internal audits are closed.
• Implementation of Quality Management System at customer site/location, if applicable.

Knowledge, Skills Competencies
• Graduate with one year experience in handling customer complaints.
• Good Communication skills.
• Ability to co-ordinate well amongst teams as well as vendors.
• Sensitivity to needs of the Engineers attending calls and the call centre agents.
• Ability to generate reports.
• Preferably has good skills on MSOffice, may have worked on some helpdesk tools.
• Know about ITIL Process Read more