Service Coordinator - Kannada

Company Overview: Onsitego is India’s leading after-sales service provider and offers Extended Warranty, Damage Protection, AMC Plans, and On-Demand Repair Services. We cover all electronic devices and home appliances. Our plans are widely available across retail stores and online marketplaces. We are driven by the mission to consistently deliver 'WOW' experiences to customers. Our customer obsession allows us to have the highest Net Promoter Score (NPS) globally in after-sales services. Our hassle-free & reliable services are widely available across electronic stores and online marketplaces. We invite the brightest minds to join us in this journey that helps improve the lives of millions of device users across the country.

Website: www.onsitego.com

Job Title: Executive / Sr. Executive – Service Coordination

Department: Service Delivery – At Home

Location: Marol, Andheri (East), Mumbai

Job Purpose: Responsible to manage a Service Center network to thereby provide excellent after-sales service to our customers.

Responsibilities:

• Performs end to end coordination with service centers & customers
• Regularly updates CRM platform
• Prompt in providing updates to customer
• Captures customer queries / complaints and provide appropriate solutions and alternatives with the within the timeframe and follow-up to ensure resolution
• Handling demanding customers, escalations from management hierarchy.
• Co-ordinate effectively & timely with all concerned departments to ensure proper flow of communication.
• Ensure effective use of CRM practices, provide accurate, valid and complete information by using the right methods/tools.
• Follow communication procedures, guidelines and policies.
• Identify and assess customer needs to achieve satisfaction.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Build sustainable relationships through open and interactive communication with the assigned service Centers.