After sales service in-charge

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.

More about this After sales service in-charge job

1. What is the eligibility criteria to apply for this After sales service in-charge job?
   Ans: The candidate should be Graduate and above and above with 1 - 6+ years Experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹10000 - ₹30000 per month + Incentives that depends on your interview. It's a Full Time job in Pune.
3. How many working days are there for this After sales service in-charge job?
   Ans: This After sales service in-charge job will have 6 working days.
4. Are there any charges applicable while applying or joining this After sales service in-charge job?
   Ans: No, there is no fee applicable for applying this After sales service in-charge job and during the employment with the company, i.e., Phone Pe.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this After sales service in-charge role?
   Ans: There is an immediate opening of 20 After sales service in-charge at Phone Pe
7. Who can apply for this job?
   Ans: Only Male candidates can apply for this Technician job.
8. What are the timings of this After sales service in-charge job?
   Ans: This After sales service in-charge job has Day Shift.