Back Office Executive

Job Summary : The Back Office Coordinator will oversee and manage operational support for all 12 branches of Sanskara Hearing Solution. The role involves coordinating appointments, monitoring repair queries, maintaining tracking and reporting using Google Sheets or similar tools, ensuring smooth communication between branches and CSO (Customer Service Operations), and ensuring customer satisfaction through timely coordination. Key Responsibilities • Maintain and manage centralized schedules of appointments for all 12 branches. • Track active appointments and repair device queries and ensure timely follow-up. • Coordinate with branch-level Customer Service Operations (CSO) teams to confirm appointments, update status, escalate issues. • Maintain and update tracking sheets (e.g. Google Sheets) for appointments, repairs, customer feedback, device status. • Monitor branch-wise performance metrics—e.g. number of repair queries, turnaround t ime, customer satisfaction, no-shows. • Prepare regular reports (daily / weekly / monthly) for senior management on branch status, outstanding repairs, appointment compliance, etc. • Liaise with technicians or repair centers to track device repair status, ensure repairs are done within agreed timelines. • Communicate proactively with customers—giving them status updates, scheduling pick-ups / drop-offs / follow-ups. • Help in re-scheduling or cancelling appointments when required and communicate changes clearly to customers and branches. • Ensure alignment of branch CSO teams on standard operating procedures (SOPs) for appointment handling, repair tracking, customer communication. • Identify bottlenecks or recurring issues (e.g. delays in repairs, mis-scheduling) and suggest/process improvements. • Maintain accurate records of inventory related to repair parts / devices if applicable, or support that process. • Support ad-hoc administrative tasks related to customer service and operations. Skills & Qualifications • Educational qualification: 12TH /Graduate, though preference may be given to someone with background in operations / business / healthcare administration. • Strong communication skills, both verbal & written. Must be comfortable with phone calls, emails, and messages to coordinate across branches and with customers. • Good organizational skills, capable of multi-tasking, managing priorities. • High attention to detail—ensuring data in tracking sheets is accurate and up to date. • Strong proficiency in Google Sheets / Excel, possibly with formulas, filters, pivot tables etc. • Basic computer proficiency—using calendars, email, phone systems. • Problem-solving mindset; ability to identify issues proactively and work with branches / CSO to resolve. • Ability to work under tight timelines and handle urgent/last-minute changes (e.g. emergency repairs or appointment changes). • Customer-centric attitude; polite, patient, and reliable in follow-ups. • (Optional / Preferred) Experience in hearing aid / healthcare / device repair coordination or in service operations.