Job Description

Key Responsibilities:


• Prepare the service centre and work area for the day.
• Ensure the service centre opens on time and is ready to welcome customers as per schedule.
• Attend to customers and solve queries
• Manage crowds
• Educating customers about the token system and approximate waiting time
• Ensuring the customers are comfortable and keeping a short interaction ongoing while they are waiting.
• Be abreast with the usage of CRM
• Troubleshoot and ensure correct solution for each customer
• Inward devices if needed
• Enter correct details of the customer in the CRM
• Assign jobs to the technicians via the CRM
• Handing over service report to each customer.
• Respond to instructions from the technicians by updating status on CRM.
• Calling customers to update status of their instrument.
• Preparation of Detailed Service Reports.
• Prepare and maintain all necessary paper work and documentation.
• Ensure that the customer has been given the delivery report and an invoice whilehanding over their product.
• Happy Calling to ensure customer satisfaction.
• To work on achieving CSAT for your service center
• Understand the various parameters of ACSE
• Ensure the above parameters are always kept in mind while doing all tasks and
• Ensure continuous learning via ATLAS
• Be updated on all courses to ensure updated knowledge of service centre operations
• Be abreast with all service centre processes and SOPs
• Handle KBB, KGB, Mail-in, Carry-in etc. as per SOPs
• Prepare reports like iOS reports,daily parts sheet and other excel or google sheets as specified
• Be abreast with GSX as per role assigned
• Be able to create invoice in the ERP, make receipt entries and do the day close function
• Encouraging customers to give their feedback.
• Be mindful of revenue target for each month and keep a track of achievement
• Attend weekly weeks and participate actively
• Read service news regularly
• Any other tasks as handed over by the reporting manager /management.
• Refer VMI guides (Visual Mechanical Inspection) while attending & in-warding customer's devices.
• Ensuring that the product and all relevant paperwork is ready before the customer arrives for pick up.
• Refer OP/TP/SV/IT articles to enhance skills & to improve transaction timings.
• Prepare the repair area for the day.
• Checking the repair area, all the tools and other preparedness for the day
• Checking repairs assigned, processed and pending from the last day and taking necessary actions.
• Checking CRM and performing assigned system maintenance / repair as per the job sheet.
• Receive, process and verify the accuracy of orders from customers as per the job sheet.
• Initiate required action, repairs, replacements as per the service guide.
• Handing over the defective items to relevant executive for KBB dispatch.
• Updating customers at the different stages of repair process.
• Contact Apple (CSS) whenever required in order to help customers on priority.
• Perform Apple Consignment Audit & acknowledge consigned shipments.
• Always refer latest VMI & Service guides, while inspecting / performing repairs.
• Checking Re-quotes in GSX.
• Checking escalations in GSX.
• Be abreast with the usage of CRM.
• Monitor & maintain the ACSE & CSAT scores for the location.
• Ensure continuous learning via ATLAS.
• Getting certified and completing all relevant courses to become eligible for handling the devices.
• Read service news regularly.
• Be abreast with all service centre processes and SOPs.
• Be abreast with GSX as per the role assigned.
• Conducting weekly sessions with the CREs in presence of manager to keep them updated with the latest developments Service
• Handling customers at front desk whenever required.
• Helping Managers with the internal stock takes
• Responsible for consignment Audits


Clean the ESD Mat at the end of the day.



Job Title: CRE Cum Technician
Employment type: Full Time
Departments: Service
Job Locations: Indore

Experience (years): 1-3
Qualification: Graduate
Seniority Level: Executive