Service Champion-Maharashtra

1

Customer Handling

• Receiving customer with smile and greet him with Politeness, courteousness and professionalism
  

• Verify the service requests made by customers & Capture VOC of the customer and update in the system
  

• Conversational skill for telephonic as well as face to face discussion
  

• Customer communications about repair updates
  

2

Diagnosis

• Analyse and Diagnose the Scooter to identify number and type of repairs applicable
  

• Update the diagnosis report in the WMS (Getafix)
  

• Perform repairs & final inspection on the vehicle if the desired repairs as per the customer Voice is performed
  

3

System Handling

• Track the Customer complaint in Zendesk and update the system on live basis
  

• Operate Workshop Management System (Getafix) and ensure 100 % adherence
  

• Update operational Status and ETA on timely basis in both CRM and WMS systems
  

• Check for scooter health in Telematics Command centre for deep diagnosis
  

4

Technical Repairs

• Service Champion should be fully equipped with knowledge on OLA Scooter
  

• Could able to repair/replace all the parts of the scooter
  

• Ensure he/she is updated on OLA technical curricular, news bulletin on EV
  

5

Process and Operational

• Process adherence at Experience Centre and also ensure bays are clearly marked for Vehicle/Scooters.
  

• Invoicing and Payment Collections
  

• Ensure bays are free from any foreign materials and fit for serviceability
  

6

Parts Operation

• Auditing the inventory and ensure system and physical inventory is same
  

• Perform GRN and maintain Inventory at Experience Centre
  

• Ensuring Warranty part reverse logistics to the Mother workshop
  

7

Safety and Compliance

• Wear Uniform and Protective Gear while repairing scooter
  

• Use Protective Gear and proper handling of Tool Kits while repairing scooter
  

• Ensure fire fighting equipments are in place to ensure fire handling