Job Role
Customer Service Coordinator
Designation/Title
Coordinator
Key Focus
The primary focus of this role is to serve as the local contact point to support the customers in coordination with field team to manage customer complaints in a pleasant, professional, and efficient manner.
Roles and Responsibilities
Ø Act as the initial client contact point for the support team.
Ø Gather and document all incoming client requests and incident information in service tickets.
Ø Efficiently manage the client communication throughout the service ticket lifecycle
Ø To ensure the site preparation guidelines are communicated to customer immediately after the receipts of the OAN from the commercial department and to arrange service personnel for site. Inspection and co-ordination with the field team.
Ø To coordinate with the service engineers / service technicians / Stores personnel and customer till call completion
Ø To monitor the repeat/pending calls and prepare a report to the Manager-CS on daily basis
Ø To follow-up with the Site Not ready customers until the site gets ready and prepare the report for each visit a site not ready report to be obtained from the customer in the prescribed format. A copy of the SNR report is forwarded to HO- Service as per the requirement.
Ø Upkeep of all service records and reports as per the ISO procedure.
Ø To raise the bill for PCB customers after the completion of the job and hand over the same to AMC department for payment collection and follow up for AMC.
Ø Triage and prioritize existing service tickets to ensure timely response by engineers.
Ø Coordinate with Service Engineers by managing schedules for the installation, maintenance and repair of equipment and track call closures.
Ø Reply to customers through mail for escalation calls and to ensure the customer feedback form is being collected from all customers.
Ø Reviewing the service call reports of all service team on daily basis and all call reports containing adverse / pending remarks by the customer have to be brought to the notice of the Manager immediately.
Ø Support AMC /Battery team for submissions/collections through coordinating with Service Engineers
Ø Collecting PM reports on time and forwarding the same to HO team for DSO/collection
Ø Update and file all the service related mandatory documents (IC/PDGRN/service call reports/BRF)
Ø Tracking and maintaining the records of machine populations (under warranty/PCB’s/AMC) for better service
Ø Work with Service Manager on assigned tasks. Provide the highest level of customer support with every client interaction.
Ø Respond to complaints from customers and give after-sales support when requested.
Ø To coordinate with commercial team in forwarding the report of transit damages, short shipments, over shipments if any to the Manager / HO Installation & PM.
Ø Inform clients of unforeseen delays or problems.
Ø Follow-up for daily reports with Engineers and provide the same to Service Manager.
Ø Develop and maintain a positive client relationship by providing routine follow-up customer service calls
Behavioural Competencies
Functional Competencies
Ø Customer Service Oriented
Ø Presentation Skills
Ø Team Work
Ø Should have exposure in MIS & Data preparation
Ø The ability to solve complex issues
Ø Strong analytical skills
Ø Strong Customer Relations Skills
Qualifications, Role Specific Knowledge and Experience
Ø Any Bachelor Degree.
Ø Relevant work experience of 0 – 7 years
Ø Should have an experience in coordination & customer grievance handling.
Ø Highly proficient in using MS-Office applications like excel, word and power-point and enterprise application software
Ø Excellent communication and presentation skills
Job Type: Full-time
Salary: From ₹20,000.00 per year
Schedule:
Ability to commute/relocate:
Experience: