Rajib Banerjee

Product : Smartphone.

Area of operation : South and East India

· Drive speed performance for PAN India

- India focal to drive KPIs related to TAT.

- Address Process enquiries raised from region.

- Host the weekly interlock meeting with service team to monitor action items to achieve quality of performance fast and resolve their concerns.

· Improvement of Customer experience parameters for PAN India

- India focal to drive KPIs measuring Customer experience.

- Address Process enquiries raised from region.

- Host the weekly interlock meeting with service team to monitor action items to achieve quality of performance fast and resolve their concerns.

· India focal to reduce customer escalation.

· Regular reviews with direct repartees on performance evaluation and support required.

· Regular review on cost reduction.

· Monthly reviews on service footprint establishment or optimization.

· Weekly review with internal legal team to reduce legal cases.

· Weekly review with Flipkart team on escalation reduction for licensed products.

Product : Smartphone

• Manage Daily Operation of Service Network across Region.
• Coordination with Service Providers in continuous effort of improving service delivery.
• Maintaining relationship with business channel / Service partner team with regular weekly meetings and with internal field operations team for smooth handling
• Handle all complaints / escalations from customers and other platforms.
• Expansion of service network at strategic locations & based on requirement from sales team
• Maintain Service KPI (Key Performance Index), Open Calls tracking, PNA tracking, other key parameters e.g. 1 Hr. Delivery TAT, First time resolution (FTR) etc.

Product : All Product.

Area of operation : North Kolkata

• Co-ordinate with service centers regarding service related challenges.
• Escalation management
• .Expansion of service network at strategic locations & based on requirement from sales team
• Meeting with Zonal distributors, Regional distributors, Sales team & key dealers.
• Maintaining KPIs defined by management.

Product : Mobile Phone.

• Co-ordinate with service centers regarding service related issues for
• Escalation management.
• Expansion of service network at strategic locations & based on requirement from sales team
• Meeting with Zonal distributors, Regional distributors, Sales team & key dealers.
• Maintaining KPIs defined by management.

Product : Mobile Phone.

Area of operation: Entire Eastern Region.

• Co-ordinate with service centers regarding service related issues.
• Escalation management.
• Expansion of service network at strategic locations & based on requirement from sales team
• Meeting with Zonal distributors, Regional distributors, Sales team & key dealers.
• Maintaining KPIs defined by management.

Product : Mobile Phone.

Area of operation: Entire Eastern Region.

• Support service centers regarding technical queries.
• Technical support to hi-end / escalated customers.
• Product testing.
• Maintaining KPIs defined by management.

Product : Mobile Phone

Area of Operation : Entire Assam & North East

• Co-ordinate with service centers regarding service related issues.
• Escalation management.
• Expansion of service network at strategic locations & based on requirement from sales team
• Meeting with Zonal distributors, Sales team & key dealers.
• Maintaining KPIs defined by management.
• Support service centers regarding technical queries.
• Technical support to hi-end / escalated customers.

Product : Mobile Phone

Area of Operation : Entire Eastern Region

• Co-ordinate with service centers regarding service related issues.
• Escalation management.
• Expansion of service network at strategic locations & based on requirement from sales team
• Meeting with Zonal distributors, Sales team & key dealers.
• Maintaining KPIs defined by management.
• Support service centers regarding technical queries.
• Technical support to hi-end / escalated customers.

Product : Mobile Phone

• Listening to customer problem.
• Handset repair.
• Database Entry.
• There are 11 collection centers of Reliance handsets. To repair the handset sent by them as soon as possible & provide technical solution to them or their customers.
• To take care of any part related issue required to repair handset.

Product : Electronics Industrial products.

Area of operation : PAN India

• Provide in-depth demonstration of different industrial products.
• Commission different industrial products at customer’s site at different places of India.
• Provide technical support &. Service to the industrial products & assure customer satisfaction.