Service Coordinator

Job Summary

The Service Co-ordinator is responsible for monitoring, analyzing, and improving operational performance across customer service and engineering functions. The role focuses on reporting, audits, KPI tracking, customer experience metrics (NPS, TAT), compliance audits, and coordination with internal teams to ensure service excellence and continuous improvement.

Key Responsibilities

• Prepare and circulate daily, weekly, and monthly operational reports as per business requirements.
• Monitor and analyze

  Net Promoter Score (NPS)

  ,

  Turnaround Time (TAT)

  , and

  Open Calls

  to identify gaps and improvement opportunities.
• Conduct

  detractor analysis

  and share actionable insights with stakeholders.
• Perform regular

  CCTV audits

  ,

  landline audits

  , and

  staff grooming audits

  to ensure compliance with company standards.
• Prepare and conduct

  assessments

  for staff, including test creation, execution, and result analysis.
• Compile, verify, and share

  final attendance data

  with the HR team.
• Prepare and flash

  staff-wise NPS, TAT, and Response Rate

  performance reports.
• Prepare and circulate

  monthly KPI dump data

  for management review.
• Review

  Staff KPIs

  and highlight performance trends, risks, and improvement areas.
• Track and update

  Pickup & drop cases

  and ensure timely closure.
• Update and monitor

  Escalation Cases

  in system.
• Generate and submit

  any additional reports

  required by branches.

Key Skills & Competencies

• Strong analytical and reporting skills
• Knowledge of customer experience metrics (NPS, TAT, KPIs)
• Audit and compliance management
• Attention to detail and accuracy
• Proficiency in MS Excel / reporting tools