Customer Service & Maintenance Coordinator

CUSTOMER SERVICE & MAINTENANCE COORDINATOR

Position Level: Mid-level / Coordination Salary Range: ₹22,000 - ₹30,000/month + performance bonus (10%)

Experience Required: 3-4 years in customer service, operations coordination, or field service management

Reports To: Operations Manager / Founder

Key Responsibilities:

1. Maintenance Scheduling & Operations:

• Manage monthly maintenance calendar for all active customers
• Schedule maintenance visits 1 week in advance with 24-hour reminders
• Coordinate with technicians to optimize routes and reduce travel time
• Track maintenance completion and generate reports
• Monitor filter inventory and reorder based on maintenance schedules
• Prepare maintenance kits for each technician visit

2. Customer Communication:

• Respond to customer inquiries within 24 hours
• Schedule consultation calls and installation appointments
• Send monthly reminders for maintenance due dates
• Handle maintenance complaints and escalations
• Collect customer feedback post-installation and post-maintenance
• Maintain customer database with accurate information

3. Documentation & Reporting:

• Record all maintenance activities and customer interactions in CRM
• Generate monthly maintenance and performance reports
• Track KPIs: customer retention, response time, satisfaction scores
• Maintain customer contact lists and communication history
• Prepare invoice and billing documentation
• Document spare parts usage and recommend inventory replenishment

4. Quality Assurance:

• Quality-check technician reports for completeness and accuracy
• Follow up on any outstanding issues or concerns
• Collect and analyze customer satisfaction feedback Identify training needs for maintenance team
• Track customer churn and identify at-risk accounts

Key Skills:

• Customer relationship management
• Strong organizational and time management skills
• CRM system proficiency
• Attention to detail Communication (phone, email, messaging)
• Problem-solving mindset Basic technical knowledge (air purification systems)

Success Metrics:

• Response time to customer inquiries: <24 hours (95%+ compliance)
• Maintenance scheduling efficiency: 90%+ on-time completion
• Customer retention: 95%+ annual retention
• Inventory accuracy: 98%+ inventory count accuracy
• Customer satisfaction: NPS 45+
• Day 1 Priorities: Set up CRM system (customer database, scheduling, communication)
• Develop customer communication templates
• Create maintenance scheduling SOP
• Build customer database from Phase 1 installations
• Establish filter inventory tracking system

Job Type: Full-time

Pay: ₹22,000.00 - ₹30,000.00 per month

Application Question(s):

• What is your notice period (in DAYS)?
• What is your current CTC (in INR)?
• What is your expected CTC (in INR)?

Work Location: In person