Minimum of 10-12 years of experience in service coordination, project management, or customer service management.Background in IT infrastructure, healthcare management, or facility management.Certification in Project Management (PMP) or Six Sigma.
Education: Bachelor’s degree in Business Administration, Healthcare Administration, or related field (preferred)
Communication: Excellent verbal and written communication skills for managing complex stakeholder relationships.
System Management: Utilize, maintain, and train staff on CRM and scheduling software, ensuring accurate data recording for all interactions.
Resource Management: Coordinate with external vendors and third-party professionals when necessary to complete service projects
Client Advocacy & Management: Serve as the primary point of contact for high-value clients, ensuring their needs are met and building long-term relationships
Complex Problem Solving: Handle escalated complaints and resolve critical issues, balancing client satisfaction with operational constraints.
Database Management: Ensure accuracy in service records, CRM systems, and customer databases. Technology Proficiency: High proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with CRM or industry-specific scheduling/dispatch software.
Leadership: Demonstrated ability to lead, mentor, and drive a team to achieve KPIs.
Analytical Skills: Strong analytical skills to evaluate service records and develop improvement strategies. Customer Relationship Management: Serve as the primary point of contact for top-tier clients, managing client portfolios and fostering long-term relationships.
Performance Optimization: Implement strategies to improve service delivery speed and efficiency, aiming for high SLA compliance rates.
Team Leadership: Oversee and mentor a team of service specialists and technicians.
Reporting: Develop monthly reports on service metrics, productivity, and revenue for management review.
Conflict Resolution: Resolve high-level client issues and complaints escalated from lower-level staff. Technical Skills: Proficient with CRM/ERP service modules (e.g., Salesforce, SAP) and advanced proficiency in Microsoft Office Suite (Excel, Word, Outlook).Familiarity with CRM systems, live chat platforms, and workforce management tools.
Logistics & Scheduling: Demonstrated ability to manage scheduling and dispatch software for field technicians.
Pay: ₹30,000.00 - ₹100,000.00 per month
Work Location: In person
