Job Title: Services Call Coordinator
Department: Service Operations / Customer Support
Reports To: Service Manager / Operations Head
Location: [City / Branch]
Job Summary
The Services Call Coordinator is responsible for managing and coordinating all incoming service calls, ensuring timely scheduling, dispatching, and follow-up for customer service requests. This role involves liaising between customers, field engineers, and the internal support team to deliver high-quality and timely service.
Key Responsibilities
- Call Handling & Logging
- Receive incoming service calls and log details accurately in the service management system.
- Understand customer issues, record service requirements, and prioritize cases based on urgency.
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- Scheduling & Coordination
- Assign and schedule service calls to field engineers based on location, skill set, and availability.
- Track service jobs from initiation to closure, ensuring timely completion.
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- Customer Communication
- Provide customers with service updates, expected resolution times, and post-service feedback calls.
- Handle escalations and ensure customer satisfaction.
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- Data Management & Reporting
- Maintain detailed service records and update databases with completed job details.
- Prepare daily/weekly service performance reports.
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- Liaison with Field Engineers & Internal Teams
- Coordinate with engineers for job updates, spare part requirements, and delays.
- Ensure that warranty and AMC service requests follow agreed processes.
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- Compliance & Process Adherence
- Follow company SOPs for call logging, job allocation, and documentation.
- Ensure compliance with contractual service-level agreements (SLAs).
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Required Skills & Qualifications
- Education: Graduate in any discipline (Preferred: Diploma/Degree in IT/Technical Field)
- Experience: 1–3 years in service coordination, customer service, or call center operations (preferably in IT hardware/technical services).
- Skills:
- Excellent communication skills (verbal & written)
- Strong organizational and multitasking abilities
- Proficiency in MS Office & service management tools (CRM, ERP)
- Problem-solving and conflict resolution skills
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- Language: Proficiency in English and Hindi (other regional languages are an advantage)
Performance Indicators (KPIs)
- Average response time for service calls
- SLA adherence percentage
- Customer satisfaction scores
- First-time resolution rate
- Call logging accuracy
Job Types: Full-time, Permanent, Fresher, Internship
Contract length: 60 months
Pay: ₹10,000.00 - ₹25,000.00 per month
Work Location: In person