ACCOUNT ASSISTANT-ESSESS

External Job Description

Service Delivery -

• Responsible for ensuring quality and timely service delivery and overall customer satisfaction for the area handled.
• Scheduling consumer appointments and CC allocation on daily basis depending on factors like geographical spread, availability, consumer requirements etc.
• Ensuring the availability of all relevant colour tools and equipment in required quantity and quality with the colour consultants at all time.
• Extensive market visits with each colour consultant to understand the gaps in the service delivery and identifying scope for improvement.
• Analyzing CSS and NPS scores for customer satisfaction levels along with CC performance and taking consumer level corrective action wherever required.
• Ensuring smooth backend processes like timely delivery of swatches and invoices to the customer, timely collection etc.
• Reviewing critically the existing processes for service delivery and constantly improvising upon the same.
• Should maintain a healthy relation between team member and Company.
• Capability to support & sustain a positive work environment that fosters team performance.
• Skilled in identifying resource requirements and assigning responsibilities to the team while ensuring effective coordination amongst all.
• Expertise in imparting training to new members of the team and retraining of older CC’s, monitoring performance and comparing to the month’s objective Formulating plan & solution to assure achievement of agreed to volume & profit objectives.

Recruitment, Induction & Team Management -

• Assisting the Unit Head in the recruitment of Colour Consultants Ensuring proper implementation of the induction module thereby ensuring field readiness of the CCs.
• Ensuring smooth handling of admin areas like ELC processes, On-time salary disbursement and regular reports submission etc. in coordination with the outsourced manpower vendor.
•  Keeping the team motivated and engaged through formal and informal interactions Anticipating and identifying the impending issues for the CCs and offering timely resolution of the same.

Reports

• Preparing and maintaining all Service Delivery related reports like UMR, Colour recommendation report etc. and analyzing the same for further action.
• Preparing and maintaining all Backend Delivery related reports to ensure proper health of the CCH processes.