Service Coordinator

· Understanding all services currently offered by the organization and its providers.

· Developing and maintaining customer relationships.

· Responding to customer enquiries over the phone, in person and via email.

· Creating regular reports on service levels and requirements.

· Evaluating overall service level and implementing continuous improvement tactics.

· Meeting with clients to evaluate needs and recommend appropriate services.

· Performing regular follow–ups with clients to ensure ongoing satisfaction.

· Resolving client issues in person, over the phone and via email.

· Using office computer software to enter data into databases and review and draft documents.

· Using Customer Relationship Management (CRM) software to manage client relationships

It was pleasure interaction with you.

As discussed, we have an opportunity for the role of Service Coordinator in Hyderabad location.

We would like to introduce ourselves as the Integrators of Fire, Security & Automation Solution providers with our offices across PAN India. We advise you to go through the below Job Description and share your interest level by forwarding your updated CV. You are also advised to go through our website www.ezonesecurity.com

Job Description for Service Coordinator:

1. Backend support

• Responsible for assigning the calls to Service Engineers, follow up on actions on the assigned tickets and ensure timely updates. Review the Open Pending tickets report and take necessary appropriate actions for faster response and resolution. Escalate internally and externally for timely resolution.
• Responsible for handling the client calls and ensure proper solution to the enquiry (Breakdown, Preventive Maintenance, Maintenance contracts renewals, payments etc), escalate any concerns to the concerned.
• Coordinating with Presales team, Preparing and submitting quotations on time (AMC & Extension sales) and ensure they are error free with all applicable taxes and other charges.
• Responsible for raising the Material Indents, follow up for arranging the necessary material on time for Breakdown issues and small projects.
• Ensure proper documentation of Client PO’s work orders, invoices, Service Reports, Checklists etc.
• Verify the claims and other expenses of Field team and forward it to concern for further process.

2. Service invoicing & Receivables

• Responsible on timely invoicing, by coordinating with the Finance team and follow up for the payment.
• Timely Submission of the Invoices along with necessary documents to the client and ensure timely collection of payments.

3. Record Keeping & MIS

• Verifying the daily reports of service engineers.
• Responsible for preparation and maintenance of periodical service MIS reports viz Booking, Billing, receivables, material tracking, etc.
• Material record PO Qty Vs Delivered Qty Vs BiIled Qty

4. Coordination

• Coordinate with Customer care and ensure timely update of the Data in CRM tool.
• Coordinate with Finance and Accounts Team for Service operations related invoicing, receivables, Sub contractors bills processing, reconciliation of the customer / Sub contractor accounts statements etc.
• Coordinate with Purchase department on the pending material, Delivery, etc.
• Would be a single point for any backend coordination activity in Hyderabad Location for Service operations.

5. Expected Results

Achieve the Key Performance Indicators for Service Operations Team.

• On time Contract Renewals
• On time Collection of the Due payments
• AMC Renewals, and timely Billing as per Plan
• Timely completion of the PPM
• Response Time
• Resolution Time
• Customer Feedback

Job Types: Full-time, Permanent

Pay: ₹16,000.00 - ₹25,000.00 per month

Work Location: In person