Develop customer service manual (procedures, policies, and standards) for the department and lead the team to operate as per the policy. The team will include one assistant, local technicians, and sub-contracted technicians.
Address customers’ inquiries and complaints (in-warranty and out-of-warranty) through telephone, email, letter, face-to-face and so on.
Handle and solve customers’ complaints successfully by investigating their problems thoroughly.
Issue refunds and compensation to genuine customers’ complaints.
Maintain accurate records of discussions or correspondence with customers (that includes customers’ complaints, major problems investigated, the time taken to solve particular problem etc.). Records must be reported to Director once a week in a proper format.
Manage and Order the Spare Parts from Vendors as and when required.
Manage Accounts of all Technicians – whether salaried or outsourced.
Coordinate with Sales and Marketing Manager to discuss ways to improve customer service.
Assist and advice customers in operating company’s products correctly.
Train employees and technicians to deliver a high standard of customer service
Bachelors degree with specialization in Marketing or any other related field
At least 2 years of experience in customer care preferably in electronic goods, fresher with potential are encouraged
Sound knowledge of customer handling etiquettes
Sound knowledge of company products
Good communication skills
Ability to work under pressure and to handle customers of any types
Ability to handle phone calls
This Job is expired. The Company is no longer accepting applications for this position.
Orbit International is one of the youngest companies under Reliance Group which was established in the year 2009 and has popular brands such as Reliance Cement, Yeti carpets and also promotes Reliance Life Insurance, Siddhartha Bank among others. It started its business by launching Beko Home Appliances – the largest home appliances brand of Turkey and now the largest appliances brand in UK as well. Beko Home Appliances is part of Koc Group (Turkey) which commands more than 9% of Turkey’s entire GDP. Orbit International has a Pan Nepal Service & Dealer Network. Currently there are more than 80 dealers across Nepal.