Back Office Executive

(Samsung Authorized Service Center )

• Key Responsibilities & Duties

1. Call Management & CRM Portal Operations Monitor and manage daily service call queues via brand portals (GSPN / Samsung CRM) and internal management software.

• Allocate incoming field service requests, installation orders, and breakdown calls to appropriate field engineers based on pin code, technician skill set, and workload.
• Track calls through all stages: Open -> Assigned -> In-Progress -> Pending Spares -> Completed/Closed.
• Update call statuses, appointment reschedules, technician notes, and closure remarks in real time to avoid SLA breaches.

2. Field Team Coordination & SLA Monitoring Conduct daily morning operational briefings to distribute job sheets and review pending/carry-forward calls.

• Monitor real-time field progress, ensuring engineers adhere to scheduled customer visit windows.
• Assist technicians on the field with serial number validations, warranty status checks (In-Warranty / Out-of-Warranty), and required OTP/sign-off closures.
• Track critical service metrics: Same Day Completion (SDC), Next Day Completion (NDC), and repeat complaint ratios.

3. Customer Support & Escalation Handling Handle inbound follow-ups and service inquiry calls with professional, empathetic communication.

• Conduct post-service customer feedback calls (Happy Calls) to assess service satisfaction and verify invoice amounts.
• De-escalate customer grievances regarding part delays, repeat issues, or technician punctuality, coordinating urgent resolutions.
• Document and escalate edge-case complaints to the Branch/Brand Service Manager when policy deviations are needed.

4. Billing, Claims & ReportingValidate warranty claims with supporting documentation (customer invoices, serial number photos, job cards) prior to portal submission.

• Generate invoices for out-of-warranty (OOW) repairs, labor charges, and spare parts.
• Maintain daily operational MIS reports, tracking:
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• Total calls received vs. closed
• Pending aging calls (24 hrs, 48 hrs, >72 hrs)
• Spares pending aging
• CSAT/NPS survey trends