 Handing all escalations tickets within the defined SLA through GCIC and CSRM (internal toll). Works as a face of management to resolve issues and to provide various solutions to build up customer's faith on product. Works as preventive and corrective team to avoid escalations creation and provides solutions after escalations. Provides various solutions like; Refund, Replacement and extended warranty after management discussion. Handles all legal VOC cases, PL VOC cases… Show more  Handing all escalations tickets within the defined SLA through GCIC and CSRM (internal toll). Works as a face of management to resolve issues and to provide various solutions to build up customer's faith on product. Works as preventive and corrective team to avoid escalations creation and provides solutions after escalations. Provides various solutions like; Refund, Replacement and extended warranty after management discussion. Handles all legal VOC cases, PL VOC cases, management VOC escalations and VOC with higher priorities. Assisting Service center’s on various escalations to build up customer satisfaction. Assists and provide support to service center on repeated repair cases. Handing all escalations related to various scenarios after sales and services. Share feedback with management to enhance product quality and to improve customer satisfaction. Takes follow up with logistic and part team, quality team, warranty team, technical team, dealers, service centers, technicians and customers to boost up services. Monthly report generation via MS Excel and sharing with seniors on a monthly basis. Show less

 Handle many inbound and outbound calls to customers and clients.  Identify the needs of customers, resolve issues, and provide solutions.  Upsell other products wherever possible.  Ensure you follow the customer service script provided by the company for uniformity.

 Incident and Problem management and also Configuration and Installations. Having good knowledge IT Helpdesk, ticket generation and handle escalated calls. Troubleshoot/Configuration of lotus 8.0 and Microsoft Outlook. Providing Desktop level Support in the strict time frame based upon the severity level of the issue. Troubleshoot for various types of System. Resolution of complex trouble tickets ensuring SLA compliance. Solving the issue related hardware… Show more  Incident and Problem management and also Configuration and Installations. Having good knowledge IT Helpdesk, ticket generation and handle escalated calls. Troubleshoot/Configuration of lotus 8.0 and Microsoft Outlook. Providing Desktop level Support in the strict time frame based upon the severity level of the issue. Troubleshoot for various types of System. Resolution of complex trouble tickets ensuring SLA compliance. Solving the issue related hardware, Software and Printers. Contact the vendor for the parts and support. Good Knowledge of Troubleshooting various types of Operating system(Windows XP, 7 and Vista). Diagnosis LAN and Network related issue within strict time frame. Given Remote assistant to the clients within the company or across the India through the software. Show less