Service Coordinator

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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.