Executive - Customer Service

Position Summary:

A Customer Care Dispatch (CCD) Executive – Customer Service has a fundamental role in providing support to customers within the defined time window. Responsibilities include creating service calls, directing inquiries to specialized support groups or field engineers, and facilitating immediate solutions for Digital or Analog equipment issues as well as consumables. The CCE will also support Field Engineers who need to update cases, create invoices (feedback) specifying time and materials used to resolve customer issues. Update and maintain the database of service equipment (install base). As Service Contracts Administrator (SCA) this role will also support Contracts and billing for the respective regions assigned. These are high impact, revenue generating activities, directly impacting revenue realization for the region supported. Proficient in handling and resolving complex issues with occasional independent judgment and should be cross trained either in an adjacent region process (e.g.: Parts, CCD, SCA etc.), or in 1 other process like COS/US&C.

Position Responsibilities:

•Perform Standard CCD and SCA activities like answering account inquiries, Contracts (creation, renewal, cancellation, modifications), CIMR request, managing credit notes, maintaining install base, extended warranties in C4C & SAP etc.
•To solve complex customer issues / complaints for CCD/SCA (Manual or Shop CS) working closely with Field teams, Service operations, SCM, Warehouse, Credit / Finance, and other stakeholders (for pricing issues, delivery challenges, non-receipt of Customer PO or goods - or any other customer complaints / issues).
•Work with Service operations, Finance, and credit controllers to reduce “Earned not billed” and Deferred revenue cases.
•PO creation for labour payout (Direct by dealer, detector repairs).
•1st level RCAs and CAPAs for any issues / escalations and support SME, TL in building any new SOPs / WI’s while performing in-depth Process analysis leading to improvement opportunities.
•Participation in CSH wide transformation / reengineering projects and initiatives (as and when need arises) & actively supporting UAT testing for results.
•Extract / Analyse SAP reports for sharing proactive order status update with stakeholders/ Customers.
Note: 70% of time is spent on operational activities. 30% of time is spent on SOP updates, RCA, reports and training sessions.

Required Skills & Education:

•Min Bachelor’s degree.
•4–7-year experience in Order Management, Order Fulfillment, Service Contract Administration, or similar functions.
•Good communication skills, both written and verbal. with clear and neutral English pronunciation.
•Good analytical, critical thinking and Problem-solving skills to resolve complex customer issues.
•Strong critical thinking skills to identify and interpret gaps emerging within BOC or across the value chain, to resolve any order delivery issues.
•Excellent communication to articulate customer / process problems and seek help where needed from SME and / or TL to resolve.
•Must be QAT trained, certified, and able to use basic Quality tools to perform 1st level RCAs and CAPAs, design basic 1st level process flows.
•Strong coordination and communication skills
•Customer Focus: Maintain a customer-centric mindset and prioritize customer satisfaction.
•Time Management: Prioritize tasks and manage workload efficiently to meet deadlines.

Schedule
Monday to Friday 8.5 hours shift between 0600 hrs. and 2030 hrs. Mumbai time. Flexibility to work shift schedules including rotational/occasional Saturday/Sunday support as per business needs/roster

Desired Skills:

•Min bachelor’s degree with excellent verbal and written communication skills.
•SAP
•MS Office (Outlook, Excel, PPT, Word)

Work Environment:

Physical Requirements: