AREA SERVICE INCHARGE

POSITION : AREA SERVICE INCHARGE CUSTOMER CARE

POSITION PURPOSE JOB PROFILE

To ensure post - sales services to customers of the assigned territory To supervise service delivery of SPs ( service personnel ) on daily basis

To monitor call pendency of every SP on daily basis

To provide proactive customer care services to projects To take corrective action on pending calls in order to ensure timely closure

To provide CBS installation trainings to SPs

To manage ASP network in the territory To ensure spare parts availability with each ASP

To review requirement of spare parts of each ASP based on consumption trends on monthly basis

To ensure quality delivery of warranty services

To take corrective actions on gaps found in MSL maintenance of spare parts with ASPs

To ensure achievement of PMC sales target

To ensure achievement of PMC sales target and quality of PMC

To check quality of PMC service deliveries done by SPs

deliveries

To provide proactive installation support to projects & keep record at each stage

To coordinate service camps at projects sites To provide proactive installation pre-operative guidance to 100% customers

To visit sites during installation process

To ensure customers satisfaction as targetted To organise service camps at projects sites

To visit sites during service camps

To resolve customer care issues pertaining to dealers To resolve customers complaints as per defined CC timelines

To track & monitor franchisee wise call quality

To personally visit unsatisfied customers and close loop

To ensure that customers satisfaction to be more than 95%

To manage spare parts and ensure that every replaced part is returned to factory within committed timelines

To visit dealers counters in the territory

To resolve issues of dealers related to customer care

To assess dealers plumbers confidence on Jaquar products installation

To provide CBS installation trainings to dealers plumbers to develop them for carrying out quality installations

Requirements

FUNCTIONAL REQUIREMENTS PERSONALITY TRAITS

Practical experience of handling SPs and Plumbers Planning skills

Technical knowledge of bath fittings Proactive approach

Exposure to dealers networking Problem solving ability

Exposure of service procedures & policies Analytical ability

Exposure to customers satisfaction measures Relationship building ability

Should be familiar with a variety of field concepts, practices & Sense of ownership

procedures Supervisory skills

Should have in depth understanding of MIS & analysis Motivation skills

Can plan & accomplish targeted goals efficiently Resilient towards work pressure

Experience in coordinating at various levels and leading to effective Good team player

result delivery Flexibility & adaptability

Full time