Key Responsibilities:
- 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 whilehanding 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.
- Prepare the repair area for the day.
- Checking the repair area, all the tools and other preparedness for the day
- Checking repairs assigned, processed and pending from the last day and taking necessary actions.
- Checking CRM and performing assigned system maintenance / repair as per the job sheet.
- Receive, process and verify the accuracy of orders from customers as per the job sheet.
- Initiate required action, repairs, replacements as per the service guide.
- Handing over the defective items to relevant executive for KBB dispatch.
- Updating customers at the different stages of repair process.
- Contact Apple (CSS) whenever required in order to help customers on priority.
- Perform Apple Consignment Audit & acknowledge consigned shipments.
- Always refer latest VMI & Service guides, while inspecting / performing repairs.
- Checking Re-quotes in GSX.
- Checking escalations in GSX.
- Be abreast with the usage of CRM.
- Monitor & maintain the ACSE & CSAT scores for the location.
- Ensure continuous learning via ATLAS.
- Getting certified and completing all relevant courses to become eligible for handling the devices.\
- Read service news regularly.
- Be abreast with all service centre processes and SOPs.
- Be abreast with GSX as per the role assigned.
- Conducting weekly sessions with the CREs in presence of manager to keep them updated with the latest developments Service
- Handling customers at front desk whenever required.
- Helping Managers with the internal stock takes
- Responsible for consignment Audits
Clean the ESD Mat at the end of the day.
