- Key ResponsibilitiesComplaint Management
- Receive, register, and track customer complaints through phone, email, CRM, or other communication channels.
Vendor Coordination
- Coordinate with service vendors, technicians, and field engineers for complaint resolution.
- Monitor vendor performance and adherence to service standards.
- Ensure availability of required spare parts and materials through coordination with vendors and stores.
- Maintain records of vendor visits, service reports, and complaint closure reports.
- Support vendor onboarding, documentation, and performance evaluation activities.
Reporting & Documentation
- Maintain accurate records of complaints, service activities, and vendor performance.
- Prepare daily, weekly, and monthly service reports and MIS reports.
- Analyze recurring complaints and provide recommendations for corrective actions.
- Maintain customer and vendor databases and update records regularly.
Customer Service
- Ensure professional communication with customers and stakeholders.
- Provide updates to customers regarding complaint status and expected resolution timelines.
- Maintain high levels of customer satisfaction through prompt and effective service coordination.
Qualifications
- Diploma / Bachelor's Degree in Engineering, Business Administration, Operations Management, or a related field.
- Relevant experience in service coordination, customer support, or vendor management is preferred.
- Assign service requests to the concerned service engineer or vendor.
- Monitor complaint status and ensure timely closure within the prescribed service level timelines.
- Follow up with customers to confirm issue resolution and obtain feedback.
- Escalate unresolved or critical complaints to the appropriate authority.
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
- Cell phone reimbursement
- Commuter assistance
- Provident Fund
Work Location: In person
