Customer Service Manager

TITLE: Customer Support AND Coordination Executive

REPORTS TO: Senior Manager Post Sales

Preferred Location: Lucknow

 Handle inbound calls related to Service & Dispatch

 Register complaints and service requests in CRM (Google Sheet)

 Prepare and maintain monthly engineer work data for review

 Follow up on engineer visits and installation schedules

 Ensure field engineers fill daily reports on Google Drive

 Follow up on pending CMC & spare part payments from customers

 Track shipment and courier status, and update customers

 Confirm stock availability for dispatch

 Coordinate CMC contract renewals and reminders

 Obtain material delivery acknowledgements from customers

 Maintain active communication with field engineers

 Share MIS and daily reports (Calls, Complaints, TAT)

● Good analytical and problem-solving ability

● Familiarity with CRM tools and Google Workspace (Sheets, Drive, etc.)

● High responsiveness and accountability

● Willingness to work in a dynamic, customer-facing environment

Desired Attributes

POSITION QUALIFICATIONS

Attribute/Skill/Experience Weight

 Strong command over English and Hindi; proficiency in additional languages is an advantage 10

 Proven ability in remote team coordination, task allocation, and performance review 20

 Advanced Excel and data management skills 10

 Hands-on experience in customer service and support (minimum 5 years) 30

 Strong follow-up, communication, and documentation abilities 10

 Must be self-driven and able to close tasks independently

 Organized, disciplined, and process-oriented 20