Customer Service Coordinator

• Key Responsibilities:Complaint Management:

• Receive and log customer complaints through phone, email, or service portal.
• Understand issue details and prioritize as per severity.

• Engineer Coordination:

• Allocate service calls to the appropriate engineer based on location and expertise.
• Follow up with engineers for status updates and ensure timely closure.

• SLA Monitoring:

• Track all open complaints and ensure resolutions within the defined Service Level Agreements.
• Escalate delayed or critical cases to management when required.

• MIS & Reporting:

• Prepare daily/weekly/monthly MIS reports on complaints, closures, SLA performance, and engineer productivity.
• Maintain customer-wise and region-wise service data.

• Spare Parts Management:

• Coordinate and track spare parts transfers to engineers or customer sites.
• Maintain records of spare consumption and pending requirements.

• Customer Communication:

• Provide regular updates to customers regarding service status.
• Collect customer feedback after call closure and maintain feedback records.

• Process Compliance:



• Ensure documentation accuracy and adherence to company service protocols.
• Support continuous improvement of the service process.