- Handle and coordinate daily Pan-India customer service calls across all regions.
- Assign service calls to the appropriate Service Centre / Technician immediately after receiving the complaint.
- Schedule technician visits with customers and ensure calls are attended within the defined TAT.
- Take complete ownership of every assigned call from allocation to final closure.
- Follow up daily with Service Centres, Technicians and Customers for pending calls.
- Ensure maximum service calls are scheduled and closed on time without unnecessary ageing.
- Track Open, Assigned, Scheduled, Pending and Closed calls on a daily basis.
- Escalate delayed cases and take corrective action for faster resolution.
- Coordinate for spare parts, replacements and technical support wherever required.
- Identify locations where CADLEC does not have adequate service coverage and develop/onboard new Service Centres and Technicians.
- Continuously strengthen the Pan-India service network, especially in uncovered or weak service areas.
- Maintain accurate Daily MIS, TAT, Pending Call and Closure Reports.
- Ensure a qualified customer experience throughout the service process.
Candidate Requirements
- 2-5 years of experience in Service Coordination / After-Sales Service Operations.
- Experience handling Pan-India service calls and service centre/technician coordination is strongly preferred.
- Experience in Home & Kitchen Appliances such as Induction Cooktops, Mixer Grinders, Fans, Chimneys, Air Coolers, Air Fryers, OTGs, Geysers, Kettles, Gas Stoves etc. will be highly preferred.
- Must understand Service TAT, Call Allocation, Technician Scheduling, Escalation and Call Closure.
- Experience in building or expanding service centre/technician networks will be an advantage.
- Strong calling, follow-up and coordination skills are mandatory.
- Good knowledge of Excel, MIS and CRM/Service Management systems.
- Should be highly organized and capable of handling multiple service calls simultaneously across different regions.
📌 Service Coordinator Pan India After-Sales Service (Delhi)
🏢 EMAGN SOLUTIONS
📍 Delhi
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