Senior Officer
|
AREAS OF EVALUATION |
% of time spent |
|
Activities / Tasks |
|
1. Customer Services |
70% |
§ § |
Managing customer calls, inquires and complaints. Call back customer to schedule an appointment in case of Removal, Maintenance and Installation of equipment. |
|
|
|
§ |
Identify and assess customer needs to achieve maximum level of customer satisfaction. |
|
|
|
§ |
Provide accurate, valid and complete info by using the right systems and processes. |
|
|
|
§ |
Handle customer complaint, provide appropriate solution and alternatives within the defined turnaround time. |
|
|
|
§ |
Manage call backs as a welcome call back to customers for security briefing. |
|
|
|
§ |
Handling of CRM related tasks for different business processes as defined from time to time |
|
2. Technology |
30% |
§ |
To coordinate with IT and Technology vendors for proactive escalation and resolution of day to day issues. |
|
|
|
§ |
To gain full understanding of all systems involved for utilizing their full potential and identification of improvement areas. |
|
|
|
§ |
Follow-up and closure on ‘Not Responding’ assets as per agreed processes and SLAs. |