Job description

Key Responsibilities:

Customer Interaction:

- Receive and log service requests via phone, email, or ticketing system.
- Understand customer issues and assign cases with appropriate priority.
- Keep customers informed about the status of their service requests.

Coordination:

- Assign calls to field/service engineers based on location, expertise, and availability.
- Follow up with engineers to ensure timely call closure.
- Schedule preventive maintenance and warranty service visits.
- Manage escalations and ensure SLA (Service Level Agreement) compliance.

Documentation & Reporting:

- Maintain accurate service logs and update CRM or ticketing systems regularly.
- Track open, pending, and closed calls.
- Prepare weekly/monthly reports on service metrics, engineer performance, and customer satisfaction.

Vendor & Warranty Handling:

- Coordinate with OEMs or vendors for warranty part replacements.




- Maintain records of warranty calls and AMC (Annual Maintenance Contract) obligations.

Required Skills & Qualifications:

- Bachelor's degree in any discipline (preferred: IT/Commerce/Management).
- 1–3 years of experience in a service coordination, dispatch, or customer support role.
- Familiarity with IT hardware and basic troubleshooting concepts is a plus.
- Strong communication skills (English / Tamil).
- Ability to multitask, prioritize, and stay calm under pressure.
- Experience with ticketing tools, CRM, Excel/Google Sheets.

Job Type: Full time

Benefits:

- Leave encashment

HR Contact No: +91-XXXXXXXXXX / 78457 64900

Job Type: Full-time

Pay: ₹16,000.00 - ₹20,000.00 per month

Benefits:

- Leave encashment

Work Location: In person

📌 Service Coordinator (India)
🏢 Icare
📍 India