. Job PurposeTo ensure effective customer communication, timely scheduling of pest management services, collection of customer feedback, preparation of daily MIS reports, and coordination with delivery staff to ensure 100% scheduled service completion and customer satisfaction.

2. Key Roles & Responsibilities A. Customer Calling & Coordination

- Make regular outbound calls to customers to confirm scheduled pest management services.
- Coordinate with customers to take appointments as per their preferred dates and time slots.
- Inform customers about upcoming and pending services.
- Confirm service appointments and communicate the schedule to the concerned delivery staff.
- Handle customer queries, complaints, and service-related concerns professionally.

B. Appointment Scheduling

- Prepare daily and weekly service appointment schedules.
- Coordinate with customers to reschedule missed or cancelled appointments.
- Ensure all scheduled services are properly aligned with the delivery team.
- Maintain records of confirmed, pending, cancelled, and rescheduled appointments.

C. Customer Feedback & MIS Reporting

- Collect customer feedback after every completed service.
- Call customers to confirm whether the service was completed satisfactorily.
- Record customer ratings, complaints, suggestions, and service-related issues.
- Prepare and maintain daily MIS reports covering:
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- Total customers contacted.
- Appointments confirmed.
- Services completed.
- Services pending.
- Customer feedback received.
- Customer complaints and escalations.
- Cancelled and rescheduled appointments.
- Share daily MIS reports with the reporting manager.

D. Delivery Staff Follow-up

- Coordinate with delivery staff and branch teams regarding daily service schedules.
- Follow up with delivery staff to ensure all assigned appointments are completed on time.
- Take regular updates on completed and pending services.




- Collect service completion details and job card status.
- Follow up for pending job cards, customer signatures, and service confirmations.
- Escalate missed appointments, delays, and customer complaints to the concerned manager.

E. Complaint Management & Customer Satisfaction

- Register customer complaints and coordinate with the operations team for resolution.
- Follow up with customers until their complaints are resolved.
- Ensure timely communication with customers regarding service delays or changes.
- Maintain professional relationships with customers and improve overall service satisfaction.
- 3. Daily Deliverables / Performance Indicators (KPIs)ParameterExpected DeliverableCustomer CallingDaily calling as per assigned customer databaseAppointment Scheduling100% coordination for assigned scheduled servicesCustomer FeedbackFeedback collection after completed servicesMIS ReportingDaily MIS submissionDelivery Staff Follow-upDaily tracking of assigned servicesPending ServicesRegular follow-up until closureComplaint ManagementTimely escalation and follow-up until resolutionJob Card StatusFollow-up for service completion records4. Required SkillsGood verbal communication skills.
- Basic knowledge of MS Excel and email communication.
- Valuable telephone etiquette and customer-handling skills.
- Ability to prepare and maintain MIS reports.
- Strong follow-up and coordination skills.
- Good time management and organizational skills.
- Ability to coordinate with multiple branches and delivery teams.

5. Reporting Structure Reports To: Operations Manager / Customer Support Manager

6. Overall Responsibility The Customer Care Officer will be responsible for ensuring proper customer coordination, appointment scheduling, service feedback collection, daily MIS reporting, and continuous follow-up with delivery staff to ensure that all scheduled services are completed on time and customer complaints are addressed promptly.

📌 JOB DESCRIPTION – CUSTOMER CARE OFFICER (Mumbai)
🏢 Urban Junggle
📍 Mumbai