Customer Support Coordinator

About the Role

We are looking for a well-spoken and organised Customer Support Coordinator to manage customer complaints from start to finish. You will log complaints as tickets, route them to the right team, track them to closure, and make sure every customer gets a confirmed resolution. This role also involves coordinating spare parts dispatch and tracking returns of faulty parts.

Key Responsibilities

Complaint Handling

• Receive customer complaints through calls and other channels
• Create tickets with complete and accurate details
• Assign tickets to the L1 team for quick resolution
• If L1 cannot resolve the issue, escalate and schedule a face-to-face (F2F) visit with the field team
• Follow up until the issue is fixed, and confirm resolution with the customer before closing the ticket

Spare Parts Coordination

• Identify cases where a spare part replacement is required
• Raise dispatch requests and ensure the part reaches the customer on time
• Track the return of the old or faulty part and ensure it is received back in stock
• Coordinate with the warehouse and logistics teams and keep dispatch and return records updated

Reporting and Data Management

• Maintain daily ticket status, pending cases, and TAT (turnaround time) reports in Excel
• Prepare weekly and monthly reports on complaints, resolutions, escalations, and spare parts movement
• Keep stock-in and stock-out records for spare parts accurate

Required Skills and Qualifications

• Graduate in any stream
• Minimum 2 year of experience in a call centre, BPO, or customer support role
• Excellent communication in English and Hindi
• Good knowledge of MS Excel
• Strong follow-up, coordination, and time-management skills
• Polite, patient, and confident in handling frustrated customers
• Attention to detail and a sense of ownership for closing issues

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

• Cell phone reimbursement
• Food provided
• Health insurance
• Paid sick time
• Provident Fund

Work Location: In person