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Technical Assistance Center CAREERS
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Responsibility towards Customer

Take installation and commissioning requests
Take complaints related to products and services
Provide on-call resolutions, wherever feasible
Instant scheduling of engineer visit if site visit is required
Provide timelines of resolution and periodic updates
Provide RCA at the closure of the call
 
Complete Solution to all queries/ complaints

Advantages

Customer gets a unique docket ID for the query/compliant
Every docket ID has a standard SLA defined based on the nature of the query/compliant.
Customer can keep a track of his complaint and need not explain again and again to the support engineer.
Qualified support engineer will have a complete idea of the nature / status of the complaint while talking to the customer.
Single point of contact for any of complaint irrespective of nature/type. Internal escalations for serious issues keeping the interface same.

A Step towards customer delight

Single point of contact for the customer
Provide and track resolution through CRM
Responsible for customer grievances
Responsible for Internal escalations
No dependency on Individual contacts

Internal Responsibility

Tracking of activities for meeting SLA’s committed to the customers through CRM system
Internal escalations at appropriate time as per matrix
Facilitate Customer to speak to seniors if requested
End to End Solution

Salient features of CRM at Primatel

SLA reports
Timely resolution
IT enabled process
Capture Customer requirements / queries
Quick internal escalations
Capture ‘voice’ of the customer for long-term superior customer experience
 
Helps building mutually beneficial long-term relationships

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