Premium Service Executive / EDC Device

Job Title: Service Executive - EDC Devices

Department: Customer Support/Service SSRKAM

Reports To: Service CM

Job Summary:

PhonePe is looking for proactive and detail-oriented Service Executives to join our EDC devices team. This role is pivotal in managing Return, Reverse Pickup, and Reactivation (RRR) processes for electronic data capture devices, ensuring a seamless experience for our customers.

Key Responsibilities:

Return: Facilitate the return process for defective or unwanted EDC devices, ensuring compliance with company policies and customer satisfaction.

Reverse Pickup: Coordinate the reverse pickup of devices from customers, ensuring timely collection and minimal disruption to their operations.

Reactivation: Assist in the reactivation of devices that have been returned or decommissioned, ensuring they are restored to full functionality and ready for use. Provide exceptional customer support through in-person interactions with Merchants. Document service requests and track the status of returns, pickups, and reactivations in the CRM system. Collaborate with the vendor, logistics and technical teams to streamline RRR processes. Train Merchants on device use and provide guidance on returns and reactivation procedures. Monitor service metrics related to RRR activities and report on trends and improvements. Stay updated on product knowledge, industry trends, and competitor offerings.

Qualifications:

• Bachelors degree in Electronics, Information Technology, or a related field.
• 1-3 years of experience in customer service or technical support, preferably in the EDC devices or technology sector.
• Strong organizational and communication skills, with a focus on customer satisfaction.
• Ability to manage multiple tasks and prioritize effectively.
• Proficient in using CRM software and Microsoft Office Suite.
• Willingness to frequently travel to Merchant locations

Preferred Skills:

• Relevant Experience in the service field
• Knowledge of payment processing systems or point-of-sale technology.
• Certification in customer service or technical support is a plus.

KRAs

Customer Support and Satisfaction

Deliver exceptional support to enhance customer satisfaction.

Metrics: Customer satisfaction score (CSAT); Net Promoter Score (NPS).

Return and Reverse Pickup Management

Efficiently process returns and coordinate reverse pickups.

Metrics: Percentage of returns processed on time; average pickup completion time.

Device Reactivation and Maintenance

Ensure timely reactivation of devices and perform regular maintenance.

Metrics: Turnaround time for reactivation; success rate of reactivated devices.

Documentation and Reporting

Maintain accurate records of service activities and generate timely reports.

Metrics: Completeness of documentation; timeliness of reports.

Collaboration and Communication

Collaborate effectively with the vendor team, logistics and technical teams.

Metrics: Feedback from team members; successful cross-department initiatives.

Process Improvement

Identify and implement improvements to enhance service efficiency.

Metrics: Number of improvements made; reduction in processing times.

Technical Proficiency

• Stay updated on EDC devices and provide effective technical support.
• Metrics: Ability to troubleshoot issues; customer feedback on support quality.
• Apply now:
• https://forms.gle/YtGpwMGHiYp5zHez6