Vishal Joshi, Adnan Shaikh, Aman Surya
1. Role Name & Department
Role: In-House Pickup Associate – Cashkr
Department: Operations
(Role applies to: Adnan Shaikh, Aman Surya, Vishal Joshi)
2. Reports To
Reports To:
Head of Operations, Pricing & Models – Mohsin Surya
Works closely with:
CX Team – for customer coordination & escalations
Mohsin – for pricing logic, feedback and special cases (only when system doesn’t cover)
Kishan – for CX expectations, common issues
Umair – indirectly, via feedback on SLA/quality
3. Role Purpose (1–2 lines)
Visit customers on behalf of Cashkr, verify device condition, apply system record pricing, and complete pickups smoothly while giving a professional, trustworthy experience—without needing manual price approvals for normal cases.
4. Key Result Areas (KRAs)
KRA 1: On-Time & Successful Pickups
Complete assigned pickups within the expected time (SLA) and convert maximum valid appointments into successful deals.
KRA 2: Accurate Device Evaluation & App Flow Completion
Evaluate devices correctly as per Cashkr’s condition rules and complete all steps in the app (photos, checks, dispositions) without shortcuts.
KRA 3: Record Price Adherence (No Off-Book Deals)
Follow the system record price and authorised deduction/adjustment rules; avoid random discounts or side deals.
KRA 4: Customer Experience & Communication
Maintain polite, clear communication at the customer’s home—explain pricing, process, and payout clearly, represent Cashkr well.
KRA 5: On-Ground Feedback to Ops/Pricing
Share practical feedback with Mohsin / Ops on pricing and conditions (e.g., common issues found, patterns not covered by the form), so the system logic keeps improving.
5. KPIs (per person)
Pickup Completion Rate
No of pickups completed ÷ # of pickups assigned.
SLA Compliance
% of pickups completed within target time (on same day / promised slot).
Cancellation / Failure Rate (Associate-Side)
% of appointments failed due to associate-side reasons (no-show, delay, miscommunication) vs customer-side reasons.
Record Price Adherence
% of deals closed at or within allowed range of system record price.
No of cases where manual override was needed (should be low & justifiable).
Customer Complaints / Praise
No of complaints naming the associate (rude, unprofessional, wrong info) vs # of positive mentions.
App Flow & Disposition Accuracy
% of orders where all required fields, photos, and statuses are correctly filled.
No of corrections requested by Ops/Quality due to wrong disposition or missing data.
Feedback Quality
Useful, specific feedback given to Mohsin/Ops (e.g., pricing misalignment in some models, consistent condition pattern in a city).
6. Core Processes / SOPs They Must Follow
(They don’t own SOPs, they follow them. You can document like this in the handbook.)
6.1 Pickup Visit SOP
Confirm appointment and timing with customer.
Reach on time, in proper attire, with ID if required.
Introduce self as Cashkr representative and briefly explain what will happen.
6.2 Device Evaluation SOP
Follow step-by-step checks in the app:
Physical condition (screen, body, back, frame).
Functional tests (power, touch, camera, speakers, mic, etc.).
Battery health (where applicable).
Take required photos in the app.
Mark correct condition grade as per the system rules.
6.3 Pricing Application SOP (Record Price)
Use the system-generated record price based on model + condition.
Apply only allowed adjustments visible in the app (e.g. predefined deduction options).
If something unusual is outside the system logic, mark the correct reason and, only in rare cases, contact Ops as per rule (not for every deal).
6.4 Customer Communication SOP
Explain how final price is calculated (based on condition & what the customer declared vs actual).
If the price is lower than the online quote, clearly explain the reason (damage, missing accessories, etc.).
Never argue; if customer refuses, close politely and use correct disposition.
6.5 Safety, Compliance & Payout SOP
Follow any KYC/verification steps defined by Ops.
Confirm payout method and ensure records in the app are accurate.
Do not accept or pay any cash outside defined flows if company policy disallows it.
6.6 Feedback & Reporting SOP
At the end of day / week, share feedback to Mohsin/Ops:
Models where record price feels off (too high/too low vs ground reality).
Recurring condition patterns.
Any customer confusion that should be fixed in app flows or FAQ.
7. Weekly / Monthly Reporting
You can keep this simple and standard for all three:
Weekly – To Mohsin
Each associate shares (or Ops pulls and reviews):
No of pickups assigned vs completed.
SLA on-time % (visits).
No of fails/cancellations + main reasons.
Any complaints raised in the week.
Quick notes: 2–3 observations from the field.
Monthly – Rolled Up by Mohsin
Mohsin summarises by associate:
Completion %, SLA, cancellations.
Complaint count vs good feedback.
Any patterns (one associate always late, one with best CSAT, etc.).
Recommendations: coaching, appreciation, role changes if needed.