Job Role: Customer Service Coordinator Designation/Title: Coordinator

Freshers Only

Education: Any Qualification

Key Focus:

The primary focus of this role is to serve as the local contact point to support the customers in coordination with field team to manage customer complaints in a pleasant, professional, and effective manner.

Roles and Responsibilities

 Act as the initial client contact point for the support team.

 Gather and document all incoming client requests and incident information in service tickets.

 Efficiently manage the client communication throughout the service ticket lifecycle

 To ensure the site preparation guidelines are communicated to customer immediately after the receipts of the OAN from the commercial department and to arrange service personnel for site.

Inspection and co-ordination with the field team.

 To coordinate with the service engineers / service technicians / Stores personnel and customer till call completion

 To monitor the repeat/pending calls and prepare a report to the Manager-CS on daily basis

 To follow-up with the Site Not ready customers until the site gets ready and prepare the report for each visit a site not ready report to be obtained from the customer in the prescribed format. A copy of the SNR report is forwarded to HO- Service as per the requirement.

 Upkeep of all service records and reports as per the ISO procedure.

 To raise the bill for PCB customers after the completion of the job and hand over the same to AMC department for payment collection and follow up for AMC.

 Triage and prioritize existing service tickets to ensure timely response by engineers.

 Coordinate with Service Engineers by managing schedules for the installation, maintenance and repair of equipment and track call closures.

 Reply to customers through mail for escalation calls and to ensure the customer feedback form is being collected from all customers.





 Reviewing the service call reports of all service team on daily basis and all call reports containing adverse / pending remarks by the customer have to be brought to the notice of the Manager immediately.

 Support AMC /Battery team for submissions/collections through coordinating with Service Engineers

 Collecting PM reports on time and forwarding the same to HO team for DSO/collection

 Update and file all the service related mandatory documents (IC/PDGRN/service call reports/BRF)

 Tracking and maintaining the records of machine populations (under warranty/PCB’s/AMC) for better service

 Work with Service Manager on assigned tasks. Provide the highest level of customer support with every client interaction.

 Respond to complaints from customers and give after-sales support when requested.

 To coordinate with commercial team in forwarding the report of transit damages, short shipments, over shipments if any to the Manager / HO Installation & PM.

 Inform clients of unforeseen delays or problems.

 Follow-up for daily reports with Engineers and provide the same to Service Manager.

 Develop and maintain a positive client relationship by providing routine follow-up customer service calls

Behavioural Competencies

 Customer Service Oriented

 Presentation Skills

 Team Work

Functional Competencies

 Should have exposure in MIS & Data preparation

 The ability to solve complex issues

 Strong analytical skills

 Strong Customer Relations Skills

Qualifications, Role Specific Knowledge and Experience:

 Any Bachelor Degree.

 Relevant work experience of 0 - 7 years

 Should have an experience in coordination & customer grievance handling.

 Highly proficient in using MS-Office applications like excel, word and power-point and enterprise application software

 Excellent communication and presentation skills

Job Type: Full-time

Pay: ₹200,000.00 - ₹300,000.00 per year

Work Location: In person

📌 Regional Service Coordinator (Mumbai)
🏢 NUMERIC UPS (A group brand of Legrand)
📍 Mumbai