Service Coordinator

Job Description – Service Coordinator
Position Title: Service Coordinator
Department: Customer Service / After-Sales
Location: New Delhi
Reporting To: Service Manager / Service Head
Role Overview. The Service Coordinator is responsible for handling customer service requests, coordinating with service centers, technicians, logistics teams, and ensuring timely closure of complaints. The role includes end-to-end management of service calls, spare parts coordination, customer communication, and adherence to service SLAs/TAT.

Key Responsibilities
1. Customer Complaint Handling

• Receive and register customer complaints through CRM/phone/email.
• Assign calls to authorized service centers (ASC) or technicians based on location.
• Maintain regular communication with customers regarding status updates.
• Ensure timely resolution of complaints within defined TAT.

2. Coordination with Service Partners

• Coordinate with ASCs, technicians, and field engineers for timely visit & repair.
• Monitor job sheets, field visits, and repair progress.
• Ensure correct diagnosis and avoid repeat complaints.

3. Spare Parts Management

• Check availability of required spare parts for each complaint.
• Coordinate with warehouse/logistics for part dispatches.
• Track spare consumption, return of defective parts, and billing (if applicable).

4. CRM & Documentation

• Update service CRM with accurate details for each case.
• Close calls after verification of customer satisfaction.
• Maintain daily reports (pending calls, completed calls, TAT analysis, repeat calls).

5. Warranty & Policy Adherence

• Validate warranty (invoice, serial number, purchase date, etc.).
• Process DOA, panel replacement, transit damage, and OOW billing as per policy.
• Ensure all calls follow company’s service guidelines and SOPs.

6. Communication & Reporting

• Inform customer on repair status, delays, and part unavailability.
• Prepare daily/weekly/monthly service MIS reports.
• Escalate critical or unresolved cases to management.

7. Vendor & Technician Support

• Provide assistance to service engineers regarding technical issues.
• Track technician attendance, productivity, and performance.
• Ensure compliance with safety and quality standards.

Required Skills & Competencies

• Strong communication skills (Hindi & English).
• Good knowledge of CRM systems and MS Excel.
• Ability to handle customer complaints calmly and professionally.
• Coordination and multitasking skills.
• Basic technical understanding of electronics/home appliances (preferred).
• Strong follow-up and problem-solving abilities.

Qualifications

• Graduate / Diploma in Electronics or relevant field.
• 1–3 years of experience in customer service/service coordination.
• Experience in consumer electronics, home appliances, or telecom industry preferred.

Key Performance Indicators (KPIs)

• TAT adherence (same day / next day closure).
• Customer satisfaction score (CSAT).
• First-time fix rate (FTFR).
• Repeat call reduction.
• Accurate CRM updates & documentation.

Job Type: Full-time

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits:

• Health insurance
• Leave encashment
• Paid sick time

Work Location: In person