Service Coordinator

The Service Coordinator serves as the first point of contact for customers, ensuring timely scheduling, communication, and follow-up of all service-related activities. This role requires efficient coordination between customers, technicians, and internal departments to maintain service quality and customer satisfaction.

Key Roles and Responsibilities:

1. Service Complaints

• Act as the

  first point of contact

  , answering incoming service calls and emails professionally.

• Schedule and dispatch

  service technicians efficiently based on location, availability, and urgency.
• Obtain detailed information from customers regarding service issues for accurate problem resolution.
  
• Keep customers informed about

  appointment timings

  , technician assignments, and service updates.

• Follow up

  with customers after service completion to ensure satisfaction.
• Track the

  progress of service calls

  and ensure timely completion of open complaints.
• Assist in preparing

  cost estimates and quotations

  for customer approvals.
• Maintain accurate and detailed

  service records and logs

  in both digital and physical formats.
• Prepare

  pending complaint reports

  and highlight unresolved cases to management.

2. Warranty Claims

• Review and verify warranty terms before processing claims.
  
• Coordinate with technicians to

  inspect and diagnose AC issues

  and document findings.
• Ensure all necessary

  supporting documents

  (service reports, photos, bills) are collected and filed.
• Maintain both

  physical and digital copies

  of customer complaints and warranty claim records.
• Identify recurring problems and escalate them to the

  technical or quality team

  for preventive measures.