Location: Gurugram, Haryana

Experience: 3–4 Years

Department: Customer Success & Service

Industry: Water & Wastewater Management

About the Role

We are looking for a Service Operations Specialist to support and streamline our service operations by managing operational data, coordinating with service teams, tracking service activities, and ensuring timely resolution of client requirements and escalations.

The ideal candidate should be highly organised, data-driven, and comfortable working with large datasets, preparing MIS reports, coordinating with multiple stakeholders, and following up with teams to ensure timely closure of activities.

Key Responsibilities

- Manage and maintain large volumes of service and operational data , ensuring accuracy and timely updates.
- Analyse service data to identify trends, gaps, pending activities, and areas requiring attention.
- Prepare and maintain MIS reports, dashboards, trackers, and performance reports for the service team.
- Use Advanced MS Excel , including VLOOKUP, XLOOKUP, Pivot Tables, IF formulas, SUMIFS/COUNTIFS, data validation, filters, conditional formatting, and data reconciliation .
- Coordinate with field/service engineers and internal teams for timely execution and closure of service activities.
- Track service requests, complaints, breakdowns, pending jobs, site activities, and their respective TAT/SLA.
- Monitor service performance against defined SLA/TAT , identify delays, and follow up with concerned teams for closure.
- Coordinate with clients regarding service requests, updates, pending activities, and resolution timelines.
- Handle and track client escalations , ensuring proper follow-up until resolution.
- Coordinate with vendors and site teams to ensure smooth execution of service-related activities.
- Follow up with internal stakeholders and ensure that assigned tasks and commitments are completed within timelines.
- Maintain accurate records of service activities, escalations, site visits, complaints,



and closures.
- Identify recurring operational issues through data analysis and highlight them to the concerned stakeholders.
- Support the service leadership team with regular operational reports, insights, and performance updates.
- Ensure effective communication and coordination between clients, field teams, vendors, and internal departments.

Requirements
- 3–4 years of experience in Service Operations, Operations Coordination, MIS, Customer Service Operations, Technical Service Coordination, or a similar role.
- Strong proficiency in MS Excel , with hands-on experience working with large datasets.
- Good knowledge of VLOOKUP, XLOOKUP, Pivot Tables, IF, SUMIFS, COUNTIFS, data filtering, data cleaning, and reconciliation .
- Experience in preparing MIS reports, dashboards, trackers, and operational performance reports .
- Strong coordination and follow-up skills with the ability to work with multiple teams simultaneously.
- Good communication skills and confidence in handling clients and escalations .
- Ability to analyse operational data and convert it into meaningful insights.
- Strong attention to detail, ownership, and problem-solving ability.
- Ability to work in a fast-paced environment and manage multiple priorities.

Preferred
- Experience in water/wastewater, environmental services, infrastructure, facility management, engineering services, or other technical/service-oriented industries will be an advantage.
- Experience working with service management/CRM/ERP tools will be preferred.
- Candidates with strong MIS + service operations + client coordination experience are encouraged to apply.

What You'll Do You will play a key role in keeping our service operations organised and productive — ensuring the right data is available, service activities are tracked, teams are followed up with, client escalations are addressed, and pending work gets closed on time.

To Apply:- Fill the form - https://forms.gle/G86n8wuCdGSrgdLt5 or share your applications on [email protected]

📌 Service Operations Associate (Gurugram)
🏢 DigitalPaani
📍 Gurugram