Home Appliance Technician
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Key skills for this role
About the Role
Customer Satisfaction Ensure delivery, installation and/or repair of goods on time as agreed with the customers towards increased customer satisfaction Communicate with the cust.
Key Skills for This Role
Responsibilities
- Ensure delivery, installation and/or repair of goods on time as agreed with customers
- Communicate with customers in advance and agree on a mutually suitable time for installation or repair
- Analyze escalated customer product and service issues and assist supervisor and management to resolve them
- Take escalation calls from fellow team members to bring about successful closure to customer issues
- Ensure accurate and complete documentation of repair jobs, DWC's, STN's, etc.
- Assist supervisor and management staff in floor coverage, housekeeping, handling and training of new hires
Requirements
- In depth knowledge of assigned product lines from the company catalogue
- Ability to ensure accurate and complete documentation of repair jobs
- Ability to provide exemplary customer service
- Adaptability to temporary or permanent changes in operations
Full Job Posting
Customer Satisfaction
- Ensure delivery, installation and/or repair of goods on time as agreed with the customers towards increased customer satisfaction
- Communicate with the customer in advance and agree on a mutually suitable time for the installation or repair
- In the event of not being able to reach the customers’ place as per schedule, ensure that the customers are informed well in advance to avoid inconvenience and agree on a new schedule
- Provide exemplary customer service to internal & external customers and ensure all customer interactions support our Customer First philosophy
Business Performance
- Timely & efficient resolutions of all installation / repair jobs as applicable
- Ensure that the repair/installation tool kit and spare parts kit are replenished and the parts stored are serviceable and in good condition
- Analyze escalated customer product & service issues and assist the supervisor & management to resolve the same. When needed use appropriate method (warranty verification letter, one time labor and/or parts, refund, exchange, etc.,) to satisfy customers while adhering to company policy
- Partner with supervisor when appropriate to resolve technically complex issues related to service & product complaints. Evaluate, research & recommend appropriate action
- Take escalation calls from fellow team members to bring about successful closure to the customer issue
- Take inbound calls as assigned and participate in task teams, projects and support the call center
Professionalism
- Demonstrate in depth knowledge of assigned product lines from the company catalogue
- Ensure accurate & complete documentation of repair jobs, DWC’s, STN’s, etc.
- Ensure all submitted forms and correspondence (including time sheets and job notifications), daily & monthly performance tracking reports are accurate, complete & are processed efficiently and effectively
- Demonstrate efficient & appropriate use of resources
- Assist the supervisor & management staff in floor coverage, house keeping, handling & training of new hires within the department
- Adapt to the temporary or permanent changes in the operations and multi skill as necessary
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