Service Coordinator

Role Overview: You will be responsible for receiving all new complaints from the Customer Care Team and taking ownership from Day 1 until closure. You will act as the single point of contact for complaint ownership throughout its lifecycle and assign technical support from Level 2 (Technical Engineer) if required for resolution. Providing regular status updates to customers, updating the CRM system or tracking sheets accordingly, ensuring final closure of complaints in the CRM system, escalating unresolved or SLA-breaching complaints to Manager with a full audit trail if necessary, maintaining complete complaint history and updates in the system, and updating all relevant tracking sheets to maintain accurate data for reporting will be part of your role. Key Responsibilities: - Receive all new complaints from the Customer Care Team and take ownership from Day 1 until closure. - Act as the single point of contact for complaint ownership throughout its lifecycle. - Assign technical support from Level 2 (Technical Engineer) if required for resolution. - Provide regular status updates to customers and update the CRM system or tracking sheets accordingly. - Ensure final closure of complaints in the CRM system. - Escalate unresolved or SLA-breaching complaints to Manager with a full audit trail if necessary. - Maintain complete complaint history and updates in the system. - Update all relevant tracking sheets and maintain accurate data for reporting. Qualification Required: - Education: Bachelor's degree or diploma in Electronics Engineering or a related field. - Experience: Minimum 1 year in customer service coordination or complaint management. - Proficiency in CRM/ERP systems and tracking tools (Excel, Google Sheets). - Strong multitasking abilities, attention to detail, and a customer-oriented mindset. - Excellent verbal and written communication skills. Please note that the job is full-time and the work location is in person. Benefits include: - Health insurance - Provident Fund (Note: No additional details of the company were mentioned in the provided job description.),