Job Title: Customer Support & Operations Coordinator
Job Summary
We are looking for a proactive and organized Customer Support & Operations Coordinator who will be responsible for handling customer-related operations, coordinating with internal technical teams, supervising field activities, and ensuring timely resolution of customer complaints. The candidate will manage communication through calls, emails, and customer support channels while coordinating deployment of Fiber Teams, Riggers, and RF Engineers as per complaint requirements.
Key Responsibilities
- Coordinate with customers regarding complaints, service requests, and operational support.
- Assign and dispatch appropriate field teams based on complaint type:
- Fiber Team for fiber-related issues
- Rigger Team for tower/rigger-related work
- RF Team for RF/network-related complaints
- Supervise daily activities of technical and field teams.
- Track complaint status and ensure timely closure within SLA timelines.
- Coordinate with warehouse/logistics for customer material dispatch and delivery.
- Maintain proper records of complaints, team assignments, and resolutions.
- Handle customer communication through calls, emails, WhatsApp, and support portals.
- Prepare and share daily operational reports and updates with management.
- Follow up with teams and customers for pending tasks and feedback.
- Ensure smooth coordination between customer care, operations, and technical departments.
- Escalate critical issues to senior management whenever required.
- Maintain professional relationships with customers and provide excellent customer service.
Required Skills
- Good communication skills in English and Hindi.
- Strong coordination and team management abilities.
- Basic knowledge of Fiber, RF, and Telecom operations preferred.
- Ability to handle customer complaints professionally.
- Good email drafting and reporting skills.
- Knowledge of MS Excel, MS Office, and basic computer operations.
- Ability to work under pressure and manage multiple tasks simultaneously.
Qualification
- Graduate in any discipline.
- Experience in Telecom/ISP/Customer Support/Operations will be preferred.
Experience
- 1–5 years of experience in customer support, telecom operations, coordination, or field operations management.
Preferred Candidate Profile
- Strong leadership and supervision skills.
- Quick decision-making ability.
- Good follow-up and problem-solving approach.
- Ability to coordinate effectively with multiple teams and customers.
Department
Operations / Customer Support / Telecom Operations
Employment Type
Full-Time
Industry Type
Telecom / Internet Service Provider (ISP) / Network Operations
Pay: ₹12,000.00 - ₹19,000.00 per month
Work Location: In person
