Designation : Co-Ordinator Customer Service Support

Educational Qualification : Diploma (preferably in Business Administration, Engineering, or related field)

Experience : 3 to 4 yrs Experience

Working days : 5

Gender : Male & Female

Salary : 23K to 25K

Key Responsibilities

1. Customer Interaction & Support  Receive, record, and respond to customer inquiries through phone, email, and other approved communication channels.  Provide accurate and timely information regarding products, services, order status, delivery schedules, and support processes.  Maintain qualified, courteous, and customer-focused communication at all times.

2. Complaint & Feedback Management  Register and document customer complaints, feedback, and suggestions in accordance with established QSP requirements.  Analyze customer complaints and coordinate with relevant internal departments to conduct root cause analysis and implement corrective actions.  Ensure timely resolution and closure of customer complaints and communicate outcomes clearly to customers.  Maintain complete records of complaints, corrective actions, and closure evidence.

3. Order & Service Coordination  Coordinate with Sales, Production, Stores, Dispatch, and other relevant teams to support order processing and delivery commitments.  Monitor service requests and ensure adherence to agreed timelines and service levels.  Proactively inform customers about any delays, changes, or issues impacting delivery or service.

4. Documentation & Record Control  Maintain customer-related records, including complaints, feedback forms, service reports, and communication logs.  Ensure all Customer Service & Support (CSS) records are controlled, updated, and retained as per ISO 9001 / QMS requirements.  Support document control activities related to CSS procedures, formats, and records. SCIGENICS BIOTECH PRIVATE LIMITED JOB DESCRIPTION

5.



Quality & Process Compliance SB/HR/RC/22  Comply strictly with the Customer Service & Support QSP and related procedures.  Participate in internal audits and support timely closure of audit findings related to CSS activities.  Ensure compliance with customer-specific requirements, statutory requirements, and contractual obligations.

6. Performance Monitoring & Reporting  Monitor customer satisfaction levels and defined key performance indicators (KPIs).  Prepare and submit periodic reports on customer complaints, response times, resolution status, and satisfaction trends.  Provide CSS performance data and inputs for management review meetings.

7. Continuous Improvement  Identify opportunities to improve customer service processes and service delivery effectiveness.  Recommend corrective and preventive actions based on customer feedback, complaint trends, and performance data.  Support the implementation of improvement actions and monitor their effectiveness. Authority  Communicate directly with customers regarding routine inquiries, service updates, and complaint status.  Coordinate with internal departments to facilitate issue resolution.  Recommend corrective and preventive actions for recurring or critical customer issues. Skills & Competencies  Strong verbal and written communication skills  Effective interpersonal and coordination abilities  Good documentation and reporting skills  Basic knowledge of ISO 9001 / Quality Management Systems  Problem-solving and analytical skills  Proficiency in MS Office applications (Excel, Word, Email) Key Performance Indicators (KPIs)  Customer complaint response time and closure time  Customer satisfaction rating  Number of repeat or recurring complaints  Compliance with QSP, ISO, and audit requirements

Pay: ₹18,000.00 - ₹25,000.00 per month

Benefits:

- Provident Fund

Work Location: In person

📌 Customer Service Coordinator (India)
🏢 Unidos Technology
📍 India