Responsible to manage a Service Center network to thereby provide excellent after-sales service to our customers. Responsibilities: Performs end to end coordination with service centers customers Regularly updates CRM platform Prompt in providing updates to customer Captures customer queries / complaints and provide appropriate solutions and alternatives with the within the timeframe and follow-up to ensure resolution Handling demanding customers, escalations from management hierarchy. Co-ordinate effectively timely with all concerned departments to ensure proper flow of communication. Ensure effective use of CRM practices, provide accurate, valid and complete information by using the right methods/tools. Follow communication procedures, guidelines and policies. Identify and assess customer needs to achieve satisfaction. Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution. Build sustainable relationships through open and interactive communication with the assigned service Centers Desired candidate profile: Should have relevant experience of working in a service center or similar process from consumer durable industry / after sales service industry Basic technical knowledge of the spare parts and appliances Aptitude for fast and adaptive learning. Willing to learn and apply my knowledge to practical situations. Possess problem-solving techniques and ability to work in groups and independently. Keeps oneself updated with the company product offerings, processes etc

Job Title - Executive / Sr. Executive - Service Coordination Department - Service Delivery - At Home Location - Mumbai Job Purpose: Responsible to manage a Service Center network to thereby provide excellent after-sales service to our customers. Responsibilities: Performs end to end coordination with service centers customers Regularly updates CRM platform Prompt in providing updates to customer Captures customer queries / complaints and provide appropriate solutions and alternatives with the within the timeframe and follow-up to ensure resolution Handling demanding customers, escalations from management hierarchy. Co-ordinate effectively timely with all concerned departments to ensure proper flow of communication. Ensure effective use of CRM practices, provide accurate, valid and complete information by using the right methods/tools. Follow communication procedures, guidelines and policies. Identify and assess customer needs to achieve satisfaction. Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution. Build sustainable relationships through open and interactive communication with the assigned service Centers Desired candidate profile: Should have relevant experience of working in a service center or similar process from consumer durable industry / after sales service industry Basic technical knowledge of the spare parts and appliances Aptitude for fast and adaptive learning. Willing to learn and apply my knowledge to practical situations. Possess problem-solving techniques and ability to work in groups and independently. Keeps oneself updated with the company product offerings, processes etc. Experience: 5+ years Qualification: Graduate

Company Overview: Onsitego is India s leading after-sales service provider and offers Extended Warranty, Damage Protection, AMC Plans, and On-Demand Repair Services. We cover all electronic devices and home appliances. Our plans are widely available across retail stores and online marketplaces. We are driven by the mission to consistently deliver WOW experiences to customers. Our customer obsession allows us to have the highest Net Promoter Score (NPS) globally in after-sales services. Our hassle-free reliable services are widely available across electronic stores and online marketplaces. We invite the brightest minds to join us in this journey that helps improve the lives of millions of device users across the country. Website: www.onsitego.com Role Overview: As a Telesales Executive at Onsitego, you will be responsible for engaging with customers via phone calls and chat to promote and sell our protection plans. Your primary focus will be on understanding customer needs, addressing their queries related to the plans, and convincing them to purchase our plans. This role requires excellent communication skills, a customer-centric approach, and the ability to meet sales targets. Key Responsibilities: Make outbound calls to potential and existing customers to inform them about the benefits of Onsitego s plans. Engage with customers through chat to address inquiries and provide plan details. Understand customer requirements and offer suitable protection plans. Achieve monthly sales targets and contribute to team goals. Maintain accurate records of customer interactions and sales in the CRM system. Handle customer objections and resolve any issues or concerns they may have. Requirements: Proven experience in telesales, telemarketing, or a similar role. Excellent communication and interpersonal skills. Ability to work in a fast-paced environment and handle high call volumes. Strong negotiation skills and a customer-oriented mindset. Familiarity with CRM software is a plus. Benefits: Competitive salary with attractive incentives. Opportunities for career growth and development. A dynamic and supportive work environment.

Job Title - General Manager - Service Delivery Department - Service Delivery - At Home Reporting To - Vice President- Service Delivery Reportees - Direct : 9 ; Indirect : 30 Location - Andheri East, Mumbai Job Purpose: Drive after sales service operations through service center network to provide exceptional customer satisfaction and effective leadership of the service team. Responsibilities: Build and monitor service center network and maintain excellent relationships with the Service center partners. Audit and monitor to optimize service center performance including productivity, efficiency, quality and customer satisfaction metrics. Collaborate with cross-functional teams to enhance after-sales service offerings and customer experience. Achieve committed TAT and SLAs for At Home division. Ensure quality of service as per organization standards. Drive NPS target achievement for the organization. Monitor and achieve targets for Service Part Return. Lead and manage field service team by providing guidance, support and mentorship. Also ensure regular training to build capability within team and service engineers. Oversee budgeting, forecasting and financial management of the team operations. Audit and monitor all processes as per organization guidelines and ensure 100% process adherence. Drive continuous improvement initiatives to improve service, reduce costs and streamline processes to overcome challenges and reduce customer escalations. Stay abreast with technological advancements, and best practices in after-sales service management. Desired candidate profile: Ability to effectively handle a team Exceptional problem solving, interpersonal and analysis skills combined with the ability to synthesize and effective communication skills Strong experience in field service operations A start-up mentality and ability to thrive in a fast-paced learning environment. Sound technical knowledge of Consumer durables / HA/CE products Good knowledge of service network management Experience: Minimum 15 years in Field Service Operations Qualification: B.E/B. Tech /MBA/Any other relevant technical qualification Benefits: We believe in work-life balance and hence we offer flexible working hours. What matters is the output of work. We have a well-defined leave policy for our people to take care of their personal commitments and exigencies. We care for our people and take care of them and their family by offering them Mediclaim policy Your professional growth and company growth go hand-in-hand We provide you a platform to learn and polish your skills

Dear All, We are actively looking for Training Specialist for our Learning Development Team. If you are interested ,we encourage you to apply for the role as we believe in promoting internal employees. The HR team will be accepting applications from 5th June 2024. Job Purpose: To coordinate and support our Customer Service teams by conducting product, process and soft skills training programs. Responsibilities: Determine training needs on periodic basis, evaluate strengths and weaknesses of team members by observing calls, studying performance reports and conferring with Quality team. Scheduling implementing individual and team training plans on a regular basis Track training effectiveness, report to senior management and integrate lessons learnt Improve training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions. Design training material and suggest improvements in current content Qualification: Bachelor s Degree or equivalent Qualification Desired candidate profile: 3+ years experience in Customer Service training is preferred Excellent interpersonal skills Excellent coaching skills with a passion for training Excellent communication and presentation skills Self-motivated and goal oriented Knowledge of learning principles and modern training techniques Proficiency in MS Office Experience of on the job training along with field visits with the service team Should be willing to travel across Pan India for training

Job Purpose: You will be responsible for overseeing the spare part procurement and inventory management for Onsitego. Responsibilities : Ensure effective vendor development; identify and qualify potential vendors, and select the best ones based on price, quality, and other factors. Negotiate contracts with them. Build and maintain relationships with different vendors, and ensuring vendor compliance Liaise with vendors for timely procurement of spare parts required for the business Conduct cost benefit analysis to ensure optimum cost of spare parts procurement Ensure accurate spare part inventory records are maintained Manage, track and document spare parts movement Monitor store activities - inward/outward through the system Track and meet KPIs for inventory control Report on inventory activities and variances Define inventory policy and stocking norms in close coordination with business and finance teams Develop an inventory tracking system to streamline business operations and effective usage of spare parts Create SOP for vendor onboarding and ensure implementation of the same Keep track of the latest trends and technology in the inventory control spectrum and stay up to date with the same Desired candidate profile: 8+ years of experience in inventory management and procurement Must have experience in white goods/consumer electronics inventory management Proven track record in data management Strong analytical and interpersonal skills Excellent written and oral communication skills Should have experience of managing and handling team Should be able to identify root cause of problems, think laterally and offer solutions Should have good decision making skills Qualification : Bachelor s degree Relevant Supply chain management qualification will be an added advantage Experience : 8+ years