Aatish Management Consultants (OPC) Pvt Ltd Looking for Helpdesk Associate at Kanpur, Uttar Pradesh Full Time

Help Desk Associate – Stores

JOB IDENTIFICATION: –

LOCATION: Store

DEPARTMENT: Store Ops

REPORTING TO: CRM Manager

DIRECT REPORTS: NA

EDUCATIONAL QUALIFICATION :

Graduate/10+2/Diploma

MINIMUM RELEVANT EXPERIENCE REQUIRED: Fresher/1-2 yrs Experience

LANGUAGE REQUIREMENTS (IF ANY) : English//Hindi/Regional

INTERNAL CUSTOMERS: Colleagues

EXTERNAL CUSTOMERS: Customers

TRAVEL REQUIREMENTS: No

JOB OBJECTIVE I.E. THE PRIMARY FUNCTION AND PURPOSE OF THE ROLE : –

1. To own customer relationship management and loyalty process at the store and manage the effective delivery of Store services.

2. To handle queries and complaints of walk-in customers and over the phone.

KEY RESPONSIBILITY AREAS / DEVELOPMENTAL EXPERIENCES I.E. ALL ACTIVITIES PERFORMED TO FULFILL STAKEHOLDER EXPECTATIONS AND WHICH ENCOMPASS THE SPAN OF RESPONSIBILITIES MANAGED. IMPORTANT CHALLENGES TO GO THROUGH IN THIS ROLE AND WHICH ARE CRUCIAL TO BUILDING FUNCTIONAL CAPABILITIES.

1. To ensure fulfillment of Home deliveries & installations – SO check, ATP check, ATP re-run, delivery date check, removal of cheque block

2. SO change – delivery date/ location

3. Pending freebie management

Return management -Credit notes,

Sales & return process

4. Maintain HNI Data

Catchment Analysis

Complaint Management System

5. Web Inquiry

Creation of R-one customer

6 Creation of R-one customer

VOC

SQA

organize R&R,

JPOS

JOB SPECIFIC COMPETENCIES I.E. THE KNOWLEDGE, SKILLS, AND ATTITUDE NEEDED TO PERFORM YOUR JOB (Click on the link to view definitions and proficiency levels)

Behavioural:

Soft Skills –

Grooming

Code of Conduct

Email & Telephone etiqutte

Communication Skills

Preventability

Result orientation-followup skills

Coordination skills

Customer handling – Types – Irate etc

Teamwork

Empathy

Functional:

Process Knowledge – CRM, Return, Sales, home deliveries & risQ processes.

Technical:

SAP CRM 7.0 – SO & Complaint Management system

SAP CRM 5.0 – R-one customers

RPOS Central/ Jio POS

Portals

MS-Office

Zmail

Tools:

Escalation matrix- DC/ResQ/OPS

JOB COMPLEXITIES I.E. WHAT IT TAKES TO BE SUCCESSFUL IN YOUR JOB.

A ROLE COULD BE CHALLENGING BECAUSE OF ASPECTS LIKE:

(a) External Factors (Competition moves, changes in regulatory frameworks, changes in macroeconomic indicators, etc.)

(b) Internal Factors (Budget/Resource constraints, leveraging the expertise of other functions, the priority of assignment determined by the business plan, etc.)

(c) Depth of Subject Matter Expertise (d) Lack of past precedents/learning

KEY MEASURES OF SUCCESS I.E. METRICS THAT WOULD HELP IN DEFINING AND MEASURING PROGRESS

• Next day delivery/installation tracker

2. Defective management – HOTO

3. Complaint management – TAT

4. VOC – analysis & redressal

5. Store clean & organized

6. Store ambiance & décor

7. Customer inquiry mgmt

8. VM awareness & execution

9. Customer declaration & demo form with

10. Employee engagement

11. signing off

Job Type: Full-time

Salary: ₹118,610.00 – ₹200,657.00 per year

Schedule:

Supplemental Pay:

Experience:

• Technical Support Occupations: 1 year (Preferred)
• total work: 1 year (Preferred)

Speak with the employer
+91 7051766840