Position Overview
The Service Coordinator will act as the Single Point of Contact (SPOC) for all customer interactions related to service enquiries, complaints, equipment handling, and support requests. This role requires a customer-oriented professional who manages calls, emails, and in-person customer visits at the HO Service Centre. The ideal candidate must be efficient in service documentation, CRM handling, ticket management, and coordination with internal teams and branch offices.
Key Responsibilities
Customer Communication & Front Office Handling
* Act as the SPOC for all incoming customer calls, emails, and walk-in customers at the Service Centre.
* Provide clear, polite, and professional communication in both English and Hindi to customers across India.
* Maintain calm, composed, and customer-focused interactions, even in urgent or high-pressure situations.
* Provide extended-hour support when required during emergencies or critical service needs.
Service Call Management
* Create, update, and close service tickets within defined Turnaround Time (TAT).
* Maintain the Service Call Log File accurately and ensure all details are updated in a timely manner.
* Coordinate technical team assignments, understand technician requirements, and follow up until closure.
* Track equipment inward/outward status and ensure customers are informed proactively.
CRM & Technical Tools
* Mandatory hands-on experience in Zoho CRM and Salesforce for logging, tracking, and managing customer service cases.
* Good working knowledge of SAP for service order creation, spares tracking, and related workflows.
* Strong proficiency in MS Excel for preparing reports, trackers, logs, and analysis files.
Documentation & Support Processes
* Prepare and issue customer-related documents such as:
o Service Estimates / Quotations
o Delivery Challans (DC)
o Job Sheets, Gate Passes, and Acknowledgements
* Ensure complete accuracy and compliance in documentation as per service centre guidelines.
Coordination & Spares Management
* Understand technical team requirements related to equipment, parts, and service workflow.
* Assist in spares inventory coordination, movement tracking, and escalation for shortages.
* Coordinate with branch teams pan-India for:
o Cross-location service requests
o Spares movement
o Material dispatch/receiving confirmations
o Status updates on ongoing service cases
Pay: ₹25,000.00 - ₹30,000.00 per month
Work Location: In person
