Job description
Key Responsibilities:
Customer Interaction:
- Receive and log service requests via phone, email, or ticketing system.
- Understand customer issues and assign cases with appropriate priority.
- Keep customers informed about the status of their service requests.
Coordination:
- Assign calls to field/service engineers based on location, expertise, and availability.
- Follow up with engineers to ensure timely call closure.
- Schedule preventive maintenance and warranty service visits.
- Manage escalations and ensure SLA (Service Level Agreement) compliance.
Documentation & Reporting:
- Maintain accurate service logs and update CRM or ticketing systems regularly.
- Track open, pending, and closed calls.
- Prepare weekly/monthly reports on service metrics, engineer performance, and customer satisfaction.
Vendor & Warranty Handling:
- Coordinate with OEMs or vendors for warranty part replacements.
- Maintain records of warranty calls and AMC (Annual Maintenance Contract) obligations.
Required Skills & Qualifications:
- Bachelor's degree in any discipline (preferred: IT/Commerce/Management).
- 1–3 years of experience in a service coordination, dispatch, or customer support role.
- Familiarity with IT hardware and basic troubleshooting concepts is a plus.
- Strong communication skills (English / Tamil).
- Ability to multitask, prioritize, and stay calm under pressure.
- Experience with ticketing tools, CRM, Excel/Google Sheets.
Job Type: Full-time
Benefits:
HR Contact No: 70100 57891 / 78457 64900
Job Type: Full-time
Pay: ₹16,000.00 - ₹20,000.00 per month
Benefits:
Work Location: In person
