Receive incoming calls from customers regarding complaints, service requests and inquiries.
Register complaints accurately in the CRM, complaint management system.
Generate service tickets and assign them to the concerned service engineers or technicians.
Follow up with technicians and customers regarding complaint status.
Ensure complaints are resolved with in the agreed turn around time(TAT)
Maintain regular communication with customers until closure of complaints.
Escalate unresolved or critical issues to the service manage.
Record customer feedback after service completion.
Prepare daily, weekly and monthly complaint status report.
Maintain customer data basses and service records.
Handle customer quires professionally and courteously.
Coordinate with spare parts, logistics and technical teams for effective complaint resolution.
Monitor pending complaints and ensure timely closure .Achieve customer satisfaction targets and service quality standards..