Hiring For Service Customer Support

Salexi hr solution

Job Title: RA/SA Complaint Management Executive (Off-Roll)

Location: Rajkot

Area Coverage: Saurashtra

Position Type: Off-Roll / Contractual

Job Purpose:

To ensure effective monitoring and resolution of RA/SA (Retailer/Service Associate) complaints, manage service turnaround time (RT/DT), and maintain performance standards of ASPs (Authorized Service Providers) and SSDs (Service Support Dealers) in the Saurashtra region.

Key Responsibilities:

Complaint Management:

Daily tracking and monitoring of RA/SA complaints raised through service channels.

Ensure timely resolution of complaints within defined RT (Response Time) and DT (Down Time) metrics.

Escalate unresolved or recurring issues to the appropriate stakeholders.

Field Visits:

Conduct regular visits to ASPs and SSDs across Saurashtra to ensure adherence to service quality norms.

Perform on-field attendance and verification for RA/SA complaints.

Performance Monitoring:

Review and analyze the performance of ASPs and SSDs in complaint handling and resolution.

Identify gaps in service delivery and provide corrective action plans.

Coordination and Reporting:

Coordinate with internal teams, ASPs, and SSDs for complaint closures and escalations.

Submit daily, weekly, and monthly performance and complaint reports to the reporting manager.

Qualifications & Skills:

Graduate in any discipline (Technical background preferred).

1-3 years of experience in field service/customer complaint management.

Good understanding of RA/SA service models and operational workflows.

Proficient in MS Office (Excel, PowerPoint).

Strong communication, problem-solving, and coordination skills.

Willingness to travel extensively across the Saurashtra region.

• Experience

  2 - 5 Years

• No. of Openings

  2

• Education

  Any Master Degree

• Role

  Customer Service Representative

• Industry Type

  Consumer Durables / Home appliance

• Gender

  Male

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office