Aftersales Intake Agent Guide

Overview

As an Aftersales Intake Agent, you are the gateway of the ColaSolar support desk. You are the first face the customer interacts with when returning a faulty solar product, and the person who hand-delivers the functioning, finished system back to them.

Your workspace is optimized to run client intake logs and handle returns fast and securely.

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Daily Responsibilities

1. Registering a Customer’s Faulty Solar Return

When a customer comes in with a faulty device:

1. Head to your sidebar and click Inbound Return Registry.
2. Click the Log New Return button on the top-right.
3. Fill in the Log Details Form:
   • Customer Name: Ensure correct spelling to cross-match later queries.
   • Phone Number: A valid 11-digit Nigerian mobile contact.
   • Customer Address & State: Select their location.
   • Product Details: Pick the exact model (e.g., Cola 1000, Cola 3.6KVA, or Winock 2000 board).
   • Serial Number: Search the physical device labels carefully to log the correct hardware Serial Number.
   • Fault Description: Enter clear symptoms (e.g., “Refuses to boot up after power surge” or “Orange battery light blinking”).
4. Select the current state (default is Pending).
5. Save the ticket. This instantly transmits the entry to our local Service Workshop Queue.

2. Monitoring the Live Return Board

• The dashboard displays active return states. Keep an eye on columns or listings labeled In Progress and Repaired.
• A standard SLA counter is displayed next to each record — highlighting how many calendar days have passed. Ensure critical cases get pushed to workshop engineers!

3. Setting an Asset to "Picked Up"

Once a workshop engineer completes the repair, the solar item status updates to Repaired! When the customer arrives for pick-up:

1. Search the customer name or Serial Number in your main log table.
2. Click the green Set Picked Up button on their record row.
3. Confirm the receipt details.
4. The system locks in the precise Repair Cycle Days (turnaround time) automatically. This completes the loop and safely vaults the row.

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💡 Pro-Tips for Success

• Verify Serial Numbers: Double check labels on solar system casings before inputting them. A mistyped zero or letter (like 0 vs O) can make tracking repair records complicated for engineers.
• Update Customer Numbers: Ensure customer phone numbers are accurate so they receive notifications immediately once status switches to "Repaired".