Customer Service Coordinator

Job Description

Job Summary : The Service Coordinator is responsible for overseeing the service operations of AguaClan Water Purifiers Pvt Ltd. This includes managing service requests, coordinating with field service teams, ensuring timely resolution of service issues, maintaining service records, and ensuring high levels of customer satisfaction. The Service Coordinator acts as a liaison between the service team, customers, and other departments to provide exceptional post-sales support for water purifiers and related products. Key Responsibilities: · Service Request Management : Receive and process service requests from customers, either via phone, email, or in person, and assign tasks to the appropriate service technicians. Ensure that all service requests are logged into the system and tracked for timely resolution. Prioritize service requests based on urgency and customer needs. · Scheduling and Coordination : Schedule service appointments for technicians based on customer availability and service technician location. Ensure that technicians are well-prepared and have the necessary tools and parts to complete the service tasks. Coordinate with customers to confirm appointment details, reschedule if necessary, and keep them informed of any changes or delays. · Customer Communication and Support : Communicate with customers regarding service status, technician availability, and estimated service timelines. Provide clear instructions to customers regarding product maintenance, service procedures, and necessary follow-ups. Address customer complaints or concerns related to service quality and work to resolve any issues quickly and professionally. · Service Documentation and Reporting : Maintain accurate service records, including service reports, customer feedback, and the status of service requests. Ensure that service technicians provide detailed reports on service activities, including any issues encountered and resolutions provided. Prepare regular reports on service performance, customer satisfaction, and service trends to share with management. · Coordination with Service Team : Act as a point of contact for field technicians, providing support and guidance as needed. Ensure that technicians are adhering to company service standards and protocols. Monitor and track the completion of service tasks to ensure timely and high-quality work. · Customer Feedback and Satisfaction : Collect customer feedback following service visits to assess satisfaction and identify areas for improvement. Address any negative feedback or service-related issues promptly and ensure that customer expectations are met or exceeded. · Warranty and Service Contracts : Ensure that customers are informed about warranty terms and conditions and that warranty claims are processed accurately. Coordinate with the sales team and other departments regarding service contracts, ensuring the terms are followed and services are rendered as promised. · Service Billing and Invoicing : Assist in generating service-related invoices and ensure that billing is accurate and aligned with service agreements or warranties. Ensure timely processing of service-related payments and follow up on overdue invoices when necessary. · Training and Development : Assist in organizing training sessions for service technicians on new products, services, or procedures. Stay updated with product knowledge to effectively communicate and support customers and service teams. · Process Improvement : Continuously evaluate service processes and identify opportunities for improvement to enhance efficiency, customer satisfaction, and team performance. Implement best practices in service coordination to streamline operations and reduce service turnaround times. Skills and Qualifications : Education : Bachelor’s degree in Business, Operations, or a related field. Experience : Previous experience in service coordination, customer support, or similar roles, preferably in the appliance or manufacturing industry. Skills : Strong organizational and time-management skills. Excellent communication skills, both written and verbal, to interact effectively with customers and internal teams. Ability to manage multiple service requests and prioritize tasks efficiently. Problem-solving skills and the ability to resolve customer issues in a professional manner. Familiarity with service management software or CRM systems. Strong attention to detail and the ability to maintain accurate records. Knowledge of water purifier products, their maintenance, and common issues is a plus. Job Types: Full-time, Permanent Pay: ₹15,000.00 - ₹25,000.00 per month Benefits: Health insurance Provident Fund Schedule: Day shift Supplemental Pay: Yearly bonus Ability to commute/relocate: Vadavalli, Coimbatore, Tamil Nadu: Reliably commute or planning to relocate before starting work (Preferred) Application Question(s): What is your Current CTC (Per Month)? What is your Expected CTC (Per Month)? What is your notice period? Experience: Customer service: 1 year (Required) Work Location: In person