Service Executive

POSITION DETAILS

Reporting To      Store Manager

Languages        As per language matrix

Job Type: Contractual

Job Duration:6 Months (Based on your performance in 6 months you might be considered for a full time role).

Salary

• INR 12000 per month to INR 17000 per month

 POSITION PURPOSE

• The service executive will be responsible for identifying, researching and resolving customer issues related to products and services and will adhere to the standard operating procedures

KEY RELATIONSHIPS

• Key Internal Relationships         
  • Store manager, sales executives, service executives, cashier     
• Key External Relationships
  • Customers

QUALIFICATIONS

Education: Graduate/ Diploma holder in any discipline

Experience: 1-2 Years of relevant work experience.

Age:  21-24 years

Relevant work experience includes:

• Experience in telecom/ consumer electronics technical support or customer service BPO
• Preferred experience in customer service function

General skills required

• Customer relationship management
• Strong communication skills
• Technical product knowledge
• Analytical skills for issue identification and resolution

 KEY SKILLS AND COMPETENCIES

1.       Functional

Adheres to standardized store processes

• Understands & executes standardized processes & procedures to be followed across all service areas of store and ensures compliance

Ensures effective customer service       

• Ability to identify, research, and resolve customer issues related to products and services and follow up on customer inquiries not immediately resolved

Demonstrates product knowledge

• Basic knowledge of product hardware and software for issue identification

Innovative solutions

• Ability to offer alternative and innovative solutions where appropriate with the objective of retaining customers’

Analyse and resolve issues        

• Ability to gather customer’s information and determine the technical hardware/ software issue by evaluating and analyzing the symptoms

Research            

• Ability to research required information for query resolution using available resources

 2.       Behaviour          

Displays & lives company culture           

• Upholds company\\\'s culture and values

Customer orientation and provides good customer service        

• Ability to deal effectively with customers in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict

Communication skills   

• Strong communication skills to provide efficient issue resolution

Problem solving skills  

• Exhibit problem solving skills required to formulate effective customer solutions