1) Customer Handling

• Receiving customer with smile and greet him with Politeness, courteousness and professionalism
• Verify the service requests made by customers & Capture VOC of the customer and update in the system
• Conversational skill for telephonic as well as face to face discussion
• Customer communications about repair updates

2) Diagnosis

• Analyse and Diagnose the Scooter to identify number and type of repairs applicable
• Update the diagnosis report in the WMS (Getafix)  
• Perform repairs & final inspection on the vehicle if the desired repairs as per the customer Voice is performed

3) System Handling

• Track the Customer complaint in Zendesk and update the system on live basis
• Operate Workshop Management System (Getafix) and ensure 100 % adherence
• Update operational Status and ETA on timely basis in both CRM and WMS systems
• Check for scooter health in Telematics Command centre for deep diagnosis

4) Technical Repairs

• Service Champion should be fully equipped with knowledge on OLA Scooter
• Could able to repair/replace all the parts of the scooter
• Ensure he/she is updated on OLA technical curricular, news bulletin on EV

5) Process and Operational

• Process adherence at Experience Centre and also ensure bays are clearly marked for Vehicle/Scooters.
• Invoicing and Payment Collections
• Ensure bays are free from any foreign materials and fit for serviceability

6) Parts Operation

• Auditing the inventory and ensure system and physical inventory is same
• Perform GRN and maintain Inventory at Experience Centre
• Ensuring Warranty part reverse logistics to the Mother workshop

7) Safety and Compliance

• Wear Uniform and Protective Gear while repairing scooter
• Use Protective Gear and proper handling of Tool Kits while repairing scooter
• Ensure fire fighting equipments are in place to ensure fire handling

Benefits

Upto 3 Lpa