Regional Service Coordinator

Job Role

Customer Service Coordinator Designation/Title: Coordinator

Freshers Only

Education

Any Qualification

Key Focus

The primary focus of this role is to serve as the local contact point to support the customers in coordination with field

team to manage customer complaints in a pleasant, professional, and efficient manner.

Roles and Responsibilities

• Act as the initial client contact point for the support team.
• Gather and document all incoming client requests and incident information in service tickets.
• Efficiently manage the client communication throughout the service ticket lifecycle
• To ensure the site preparation guidelines are communicated to customer immediately after the

receipts of the OAN from the commercial department and to arrange service personnel for site.

Inspection and co-ordination with the field team.

• To coordinate with the service engineers / service technicians / Stores personnel and customer till call

completion

• To monitor the repeat/pending calls and prepare a report to the Manager-CS on daily basis
• To follow-up with the Site Not ready customers until the site gets ready and prepare the report for

each visit a site not ready report to be obtained from the customer in the prescribed format. A copy of

the SNR report is forwarded to HO- Service as per the requirement.

• Upkeep of all service records and reports as per the ISO procedure.
• To raise the bill for PCB customers after the completion of the job and hand over the same to AMC

department for payment collection and follow up for AMC.

• Triage and prioritize existing service tickets to ensure timely response by engineers.
• Coordinate with Service Engineers by managing schedules for the installation, maintenance and repair

of equipment and track call closures.

• Reply to customers through mail for escalation calls and to ensure the customer feedback form is being

collected from all customers.

• Reviewing the service call reports of all service team on daily basis and all call reports containing

adverse / pending remarks by the customer have to be brought to the notice of the Manager

immediately.

• Support AMC /Battery team for submissions/collections through coordinating with Service Engineers
• Collecting PM reports on time and forwarding the same to HO team for DSO/collection
• Update and file all the service related mandatory documents (IC/PDGRN/service call reports/BRF)
• Tracking and maintaining the records of machine populations (under warranty/PCB’s/AMC) for better

service

• Work with Service Manager on assigned tasks. Provide the highest level of customer support with every

client interaction.

• Respond to complaints from customers and give after-sales support when requested.
• To coordinate with commercial team in forwarding the report of transit damages, short shipments, over

shipments if any to the Manager / HO Installation & PM.

• Inform clients of unforeseen delays or problems.
• Follow-up for daily reports with Engineers and provide the same to Service Manager.
• Develop and maintain a positive client relationship by providing routine follow-up customer service

calls

Behavioural Competencies

• Customer Service Oriented
• Presentation Skills
• Team Work

Functional Competencies

• Should have exposure in MIS & Data preparation
• The ability to solve complex issues
• Strong analytical skills
• Strong Customer Relations Skills

Qualifications, Role Specific Knowledge and Experience

• Any Bachelor Degree.
• Relevant work experience of 0 - 7 years
• Should have an experience in coordination & customer grievance handling.
• Highly proficient in using MS-Office applications like excel, word and power-point and enterprise

application software

• Excellent communication and presentation skills

Job Type

Full-time

Pay

₹200,000.00 - ₹300,000.00 per year

Work Location

In person