Responsibilities & Key Deliverables

Proactively understands customer needs / complaints and resolve on time before customer calls.Provides instant / immediate solutions / resolves concerns / complaints over phone and email for escalated field concerns by field through TAR/SCR.Analyses through webpage to provide immediate corrective action.Technical alerts review and closure of all alerts with update in telematics.Work with PVT as member of CFT to visit customer locations for analysis and problem resolution till closure.Act as SPOC for service actions initiated in field for on time closure and PVT interface for failure analysis.Maintains tracker for all escalations for improvement / review.Follow-up and closure of open complaints with necessary details.Go through mails from customers and take immediate action / response.Collects feedback and maintain excellent CAPS Score.Maintains daily trackers on routine activities / resolution provided.Make monthly analysis on concern resolution and present for improvement.Field visits in case of any requirement for analysis.Interact with CoTEK, TeKliner and EV Tech Team for product improvement.Initiate service action and track for timely closure

Preferred Industries

Education Qualification

Diploma; Diploma in Automobile

General Experience

6 to 8 years field experience in handling 4 wheelers as Service Engineer

Critical Experience

Excellent vocabulary / communication skills to understand and converse with overseas / domestic customers.Should be able to handle the customer and answer all queries patiently..Should be well versed with (English/Hindi/Kannada) to handle domestic customers. Fluency in other Indian/Foreign languages will be an added advantage..Willing to work at voice based Helpdesk in rotational shifts (must for helpdesk).Willing to support Field Team / Help Desk 24x7 based on urgency

System Generated Core Skills

System Generated Secondary Skills