Job Title: Coordinator – Assistance Operations OR Coordinator – Assistance Services
Department - Operations – 24x7 Assistance Centre
Location - Navi Mumbai
Reports To - Team Leader – Assistance Services
The organisation:
Integral Group Solution (IGS) is a rapidly growing global assistance company known for providing innovative personal assistance services. IGS is one of the uncommon business stories that has, in a short time, built successful businesses in 23 countries. After establishing a firm foothold in the Americas, IGS launched its first Eurasia business unit in 2022 and is now rapidly growing its presence in Eurasia and AMEA regions.
Our mission is to provide services in a timely and efficient manner for our customers, offering quality and warmth, as well as innovation. In turn, our company is committed to its employees to meet their professional goals, be competitive and profitable to ensure sustainable development. To fulfil this, IGS partners with leading organisations to deliver customer-centric assistance services through a robust network of service partners, logistics partners, and technology-enabled operations.
In India, Grupo IGS India Pvt Ltd, aka IGS India, is building its greenfield operations, with the Indian HO based in Navi Mumbai.
Bouquet of Services Offered by the IGS Group:
IGS attributes its rapid success to taking the roads less travelled or treading the uncharted terrains. The following key factors make IGS stand apart from the routine assistance providers:
1. Building innovative services – Developing services which are still uncommon in the country of operation. These are either ‘not’ low-hanging fruits for others or not on common radars. For example, building robust pan-country Elderly Assistance or Pet Assistance. https://www.igroupsolution.net/innovative-assistance-services/
2. Taking along the Traditional Services – Services such as Roadside Assistance, Travel Assistance, or Home Assistance may not be the mainstay. However, these would constitute part of the bouquet of comprehensive one-stop solutions offered to the clients. https://www.igroupsolution.net/traditional-assistance-services/
3. Bespoke solutions – Designed for each client. No ‘one-size-fits-all‘ solutions.
4. Business Promotions – IGS provides multi-channel support to clients in promoting sales through Telemarketing, digital marketing, POS presence, direct mail, etc.
Role overview:
In this role, you will be responsible for managing customer assistance requests from initiation to closure. This is a blended role involving inbound and outbound customer interactions, case management, coordination with logistics partners and third-party vendors, and ensuring timely delivery of services in line with defined Service Level Agreements (SLAs).
The role requires empathy, strong communication skills, operational discipline, and the ability to manage multiple cases simultaneously in a fast-paced 24x7 assistance environment. You will ensure that our "human touch" is reinforced by your efficiency and a robust, fail-safe digital infrastructure.
Key Responsibilities:
1) Customer Assistance
a) Handle inbound and outbound customer interactions professionally and empathetically.
b) Understand customer requirements and accurately register assistance requests.
c) Verify customer eligibility and explain service processes, timelines, and coverage.
d) Provide regular updates and ensure a positive customer experience throughout the service lifecycle.
2) Case Management
a) Take complete ownership of assigned cases until successful closure.
b) Create, update, and manage assistance cases in the CRM system.
c) Maintain accurate records of all customer and vendor interactions.
d) Ensure compliance with defined SLAs, TATs, and operational procedures.
3) Vendor & Logistics Coordination
a) Coordinate with logistics partners, service providers and other vendors.
b) Schedule service visits, pickups, deliveries, and appointments, etc.
c) Track service progress and proactively follow up to ensure timely completion.
d) Escalate delays or operational issues to the appropriate stakeholders.
4) Operations & Compliance
a) Adhere to Standard Operating Procedures (SOPs), quality standards, and compliance requirements.
b) Maintain confidentiality of customer information and ensure accurate documentation.
c) Support process improvements and contribute to operational efficiency.
d) Collaborate effectively with internal teams to deliver seamless customer service.
Key Qualifications:
1. Graduate in any discipline.
2. 06 months to 3 years of experience in Customer Service, Contact Centre, call centre Operations of Assistance Services, Logistics, Insurance, E-commerce, or related industries.
Core Competencies:
You need to be a unique blend of high emotional intelligence, operational grit and case management skills. This job is not for merely a "process person"; we are looking for a "calm-in-the-storm" warrior who understands that a missed SLA or a low-quality service has serious implications for someone stranded or in distress, not another statistical entry.
Thus, you must possess:
1. Flawless verbal and written communication skills in Hindi, English &, Marathi.
2. Additional languages will be added bonus.
3. Strong customer service orientation and empathy.
4. Ability to manage multiple cases simultaneously.
5. Effective problem-solving and decision-making skills.
6. Vendor and logistics coordination experience.
7. Proficiency in CRM/Ticketing systems.
8. Ability to work under pressure in a 24x7 operational environment.
9. Team player with a high level of accountability and ownership.
Work Settings
- Work from Office, at Airoli (East), Navi Mumbai
- 24x7 rotational shifts and weekly rotational offs
- Blended voice and back-office operations
- High-paced, customer-focused operational environment
Cultural Fit:
You must align with the requisite values, including a highly service-oriented, strong, proactive approach, embodying an entrepreneurial role capable of handling teams and multiple tasks. Desirable values will be integrity, communication, hard work, resilience, teamwork, innovation, and customer-centricity. IGS is looking for champions who can thrive in a demanding environment and champion IGS’s mission in India.
Returns to You:
While other Assistance Companies may impress upon sales or basic support, IGS works towards a positive impact. Everyone in the IGS family has the autonomy to shape a culture of care and have the satisfaction that their work makes someone’s day.
At IGS, every case represents an opportunity to make a meaningful difference in a customer's life. You will play a critical role in ensuring exceptional customer experiences by delivering timely assistance and coordinating multiple stakeholders. You will be part of a growing global organisation that values ownership, empathy, innovation, and continuous learning, while offering excellent opportunities for professional growth and career advancement.
In return for your commitment and performance, we offer a rewarding remuneration package and significant opportunities to develop and grow as the business expands. This includes, but is not limited to:
1. Working with a great start-up team and a spirited international player building.
2. Learning to build greenfield projects.
3. Excellent opportunities for career progression, growth, and international exposure.
4. Competitive salary commensurate with qualification and experience (to be discussed with the candidates shortlisted post discussions and interviews).
5. Retirement benefits, as may be applicable per company policy, in future.
Pay: ₹22,000.00 - ₹28,000.00 per month
Benefits:
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
