Hiring Customer Service Engineer- MNC-Gurgaon @ Outworks Solutions

Job Description

Position Summary-

Customer Service Engineering (CSE) Central Control (CC) is established to ensure timely and proper execution of daily operations for Service Assurance & Service Fulfillment.

 Central control is staffed to manage and monitor customer appointments in work force management system to ensure the proper execution of field activity and the completion of all tasks needed for the service activation / restoration within defined KP

KEY Responsibilities

Task Scheduling

• Allocate SR to right FT - based on region, skill type, work AHT and capacity, assurance vs provisioning
• Manual scheduling in case of Auto Appointment failure + rescheduling in case of return/orphan tickets
• Expediting/Prioritizing - high visibility / escalation / premium customer / high ageing cases
• Creating internal tasks and scheduling FTs as needed
• Ensure that all tickets in queue are assigned / scheduled within time to avoid any SLA/KPI issues

Field Management & Support

• Manage FT Calls - inbound - to share any details
• Follow up with FT - outbound - on updates and completion
• Provide remote tech support if needed by FT

Customer Management & Ownership

• Call customer to confirm/reconfirm schedule/changes
• Call customer for confirmation of service completion
• Customer Ownership and CSAT management

Quality Management

Ensure all the system related tasks as well as FT and Customer calls are done with highest quality standards and in line with quality framework

QUALIFICATIONS

B. Tech

Work Experience

• Only for fresher's
• Ability and Willingness to work from office location
• Flexibility to work on rotational shifts and week offs (24 x 7)
• Should have excellent communication skills.

If you are interested then send your profile on se*********r@ou****x.com and contact at 9811655***

Thanks and Regards

Seema Tarkar

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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