The Service Coordinator will be responsible for managing and coordinating after-sales service operations to ensure timely and effective resolution of customer complaints. The role involves coordinating with service partners, technicians, and internal departments to deliver excellent customer experience while maintaining strong tracking, reporting, and process improvement systems.

The candidate will play a key role in ensuring high customer satisfaction, maintaining service partner networks across regions, and improving product quality through complaint analysis.

Customer service coordinators play a crucial role in managing customer interactions, resolving complaints, and coordinating internal teams to ensure customer satisfaction and service efficiency.

Key Responsibilities1. Complaint Management & Resolution

● Receive and register customer complaints through CRM, email, phone, or marketplace platforms.

● Assign complaints to authorized service partners or technicians.

● Ensure timely closure of complaints within defined TAT (Turnaround Time).

● Regularly follow up with technicians and service partners to track complaint resolution.

● Escalate unresolved or delayed cases to the Head – Customer Experience.

2. Service Partner & Technician Coordination

● Coordinate with third-party service providers and authorized service partners for complaint handling.

● Maintain communication between customers, technicians, and internal teams.

● Ensure technicians provide proper service updates and closure confirmation.

● Monitor technician performance and service quality.

3. Technician & Service Network Database

● Build and maintain a technician and service partner database across PIN codes.





● Ensure coverage across key regions to support quick service response.

● Maintain updated contact details, service capability, and location mapping of technicians.

4. Spare Parts Management

● Coordinate spare part requirements for service complaints.

● Ensure timely dispatch of required spare parts to service partners.

● Maintain proper records of spare parts issued for service complaints.

● Monitor spare parts consumption and maintain optimal stock levels.

5. MIS Reporting & Data Management

Prepare and maintain service performance reports including:

● Daily complaint tracker

● Weekly service performance report

● Monthly service MIS

Reports should include:

● Complaint volume

● TAT adherence

● Complaint closure rate

● Open complaints ageing

● Service partner performance

● Spare parts usage

6. Complaint Analysis & Quality Feedback

● Analyze complaint trends by product, defect type, and region.

● Identify recurring issues and share structured reports with the Quality & Product teams.

● Provide recommendations to reduce repeat complaints and improve product quality.

● Identify service improvement opportunities and process gaps.

7. Service Process Monitoring

● Ensure adherence to service SOPs and defined service standards.

● Track service KPIs such as:

○ TAT (Turnaround Time)

○ First Time Resolution (FTR)

○ Complaint closure rate

○ Customer satisfaction.

Many consumer appliance companies measure service performance through KPIs such as resolution time, customer satisfaction, and service quality metrics.

Job Types: Full-time, Permanent

Pay: Up to ₹30,000.00 per month

Advantages:

- Health insurance

Work Location: In person

📌 Service Coordinator (India)
🏢 Milton
📍 India