SERVICE COORDINATOR – JOB POSTING DESCRIPTION

Job Title: Service Coordinator
Department: Service / Technical Support
Location: ERNAKULAM
Employment Type: Full time

Age Limit :-35-50

Job Summary

We are looking for a responsible and organized Service Coordinator to manage customer service requests, coordinate engineers, schedule service calls, and ensure timely completion of customer complaints. The person should have good communication, follow-up, coordination, and documentation skills.

Key Responsibilities

- Receive and properly record customer complaints through phone, WhatsApp, email, or other approved channels.
- Create and maintain service call entries with complete customer and machine details.
- Assign service calls to the appropriate service engineer.
- Coordinate engineer schedules and daily service visits.
- Follow up with engineers regarding call status, pending calls, repeat calls, and completed calls.
- Communicate service schedules and updates to customers.
- Monitor pending service calls and ensure timely closure.
- Follow up on spare parts requirements, quotations, approvals, and pending payments where applicable.
- Maintain accurate service records, reports, and documentation.
- Identify and report repeat complaints and unresolved issues to the Service Manager.
- Collect service reports from engineers and verify that required details are completed.
- Follow up with customers after service completion to confirm customer satisfaction.
- Coordinate warranty and AMC-related service activities.
- Prepare daily/weekly/monthly service reports as required.




- Ensure all service calls are updated correctly in the company system/Excel/CRM.
- Escalate serious customer complaints or delayed calls to the concerned manager.
- Maintain professional communication with customers and staff at all times.

Required Skills

- Good communication and telephone etiquette
- Good customer handling skills
- Strong follow-up and coordination ability
- Basic knowledge of MS Excel / Google Sheets
- Ability to maintain accurate records
- Good time-management and organizational skills
- Ability to coordinate multiple service calls simultaneously
- Teamwork and problem-solving ability
- Willingness to learn technical/service procedures

Preferred Qualification

- Minimum Plus Two / Diploma / Graduate
- Previous experience in service coordination, customer support, office administration, or technical support will be an advantage.

Performance Expectations

The Service Coordinator will be responsible for ensuring:

Customer Complaint → Call Entry → Engineer Assignment → Service Schedule → Follow-up → Service Completion → Report Collection → Customer Feedback → Call Closure

Key KPIs:

- Timely call entry
- Engineer allocation efficiency
- Pending-call reduction
- Repeat-call control
- Call closure rate
- Customer satisfaction
- Proper documentation
- Follow-up accuracy

Job Types: Full-time, Permanent

Pay: ₹12,000.00 - ₹20,000.00 per month

Benefits:

- Health insurance

Education:

- Bachelor's (Preferred)

Experience:

- total work: 1 year (Preferred)

Work Location: In person

📌 CO ORDINATOR - SERVICE (Kochi)
🏢 M-TRANS DIGITAL
📍 Kochi