After sales service in-charge

ग्रेजुएट आणि त्याहून अधिक

Males Only

6 days working | Day Shift

Job Benefits: PF

Bike, PAN Card, Aadhar Card, Bank Account

Job Title: Service Executive - EDC Devices




Department: Customer Support/Service SSRKAM
Reports To: Service CM


Job Summary:
PhonePe is looking for proactive and detail-oriented Service Executives to join our EDC devices team. This role is pivotal in managing Return, Reverse Pickup, and Reactivation (RRR) processes for electronic data capture devices, ensuring a seamless experience for our customers.


Key Responsibilities:

●        Return: Facilitate the return process for defective or unwanted EDC devices, ensuring compliance with company policies and customer satisfaction.

●        Reverse Pickup: Coordinate the reverse pickup of devices from customers, ensuring timely collection and minimal disruption to their operations.

●        Reactivation: Assist in the reactivation of devices that have been returned or decommissioned, ensuring they are restored to full functionality and ready for use.

●        Provide exceptional customer support through in-person interactions with Merchants.

●        Document service requests and track the status of returns, pickups, and reactivations in the CRM system.

●        Collaborate with the vendor, logistics and technical teams to streamline RRR processes.

●        Train Merchants on device use and provide guidance on returns and reactivation procedures.

●        Monitor service metrics related to RRR activities and report on trends and improvements.

●        Stay updated on product knowledge, industry trends, and competitor offerings.

Qualifications:

●        Bachelor’s degree in Electronics, Information Technology, or a related field.

●        1-3 years of experience in customer service or technical support, preferably in the EDC devices or technology sector.

●        Strong organizational and communication skills, with a focus on customer satisfaction.

●        Ability to manage multiple tasks and prioritize effectively.

●        Proficient in using CRM software and Microsoft Office Suite.

●        Willingness to frequently travel to Merchant locations

Preferred Skills:

●        Relevant Experience in the service field

●        Knowledge of payment processing systems or point-of-sale technology.

●        Certification in customer service or technical support is a plus.

 

KRAs

Customer Support and Satisfaction

●       Deliver exceptional support to enhance customer satisfaction.

●       Metrics: Customer satisfaction score (CSAT); Net Promoter Score (NPS).

Return and Reverse Pickup Management

●       Efficiently process returns and coordinate reverse pickups.

●       Metrics: Percentage of returns processed on time; average pickup completion time.

Device Reactivation and Maintenance

●       Ensure timely reactivation of devices and perform regular maintenance.

●       Metrics: Turnaround time for reactivation; success rate of reactivated devices.

Documentation and Reporting

●       Maintain accurate records of service activities and generate timely reports.

●       Metrics: Completeness of documentation; timeliness of reports.

Collaboration and Communication

●       Collaborate effectively with the vendor team, logistics and technical teams.

●       Metrics: Feedback from team members; successful cross-department initiatives.

Process Improvement

●       Identify and implement improvements to enhance service efficiency.

●       Metrics: Number of improvements made; reduction in processing times.

Technical Proficiency

●       Stay updated on EDC devices and provide effective technical support.

●       Metrics: Ability to troubleshoot issues; customer feedback on support quality.