Back Office Executive

Pest Control Operation Back Office & Customer Handling Executive – Job DescriptionPosition OverviewThe Back Office & Customer Handling Executive supports the day-to-day operations of the pest control department, including customer coordination, service scheduling, complaint management, documentation, billing support, and communication between clients and field technicians. This role ensures smooth service delivery and professional customer experience.

• Key Responsibilities1. Customer Handling & CommunicationHandle inbound and outbound customer calls (service inquiries, follow-ups, complaints).
• Explain service details, treatment procedures, contract terms, and pricing.
• Guide customers regarding pre-service and post-service precautions.
• Maintain a positive, polite, and professional communication tone at all times.
• Resolve customer issues or escalate them to the Operations Manager/Technical Head.
• 2. Service Coordination & SchedulingPrepare daily schedules for technicians and assign routes.
• Coordinate site visits, AMC services, complaint services, and emergency calls.
• Ensure timely dispatch of technicians to customer locations.
• Update customers about technician arrival timing and service status.
• 3. Back Office OperationsPrepare and maintain service reports, daily schedules, and job cards.
• Maintain customer records, AMC files, contract copies, invoices, and service history.
• Update internal software/Excel sheets with service details, payments, and follow-ups.
• Track service completion and ensure customer signatures are collected.
• 4. Billing & Payment SupportPrepare invoices, proforma invoices, quotations, and renewal notices.
• Follow up for payments (cash, UPI, NEFT, cheque).
• Maintain outstanding payment records and share updates with management.
• 5. Complaint ManagementRegister customer complaints and ensure quick resolution.
• Coordinate with field staff to execute complaint services within deadlines.
• Record complaint status and maintain a complaint log for management review.
• 6. Coordination with Technical & Operation TeamShare daily briefing with technicians (service list, special instructions, chemicals required).
• Collect daily service reports, photos, and feedback from technicians.
• Inform Technical Head about special cases, infestations, or service challenges.
• Ensure proper implementation of company SOPs, ISO guidelines, and safety standards.
• 7. Reporting & DocumentationPrepare daily, weekly, and monthly reports on:
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• Service completed
• Pending services
• Complaints
• Payment collection
• New inquiries
• Maintain proper documentation as per ISO 9001, ISO 14001, FSSC, GMP requirements.
• Skills & QualificationsEssentialMinimum 12th pass; Graduate preferred.
• Strong communication skills (English, Hindi, Bengali).
• Knowledge of MS Office (Excel, Word) and basic computer operations.
• Good customer handling skills and problem-solving ability.
• Ability to work under pressure and multitask.
• PreferredExperience in Pest Control / Facility Management / Service Industry.
• Understanding of AMC contracts, pest management terminology, and service processes.
• Ability to coordinate with field staff and handle operational challenges.
• Key CompetenciesCustomer-first attitude
• Good listening skills
• Professional communication
• Time management
• Accuracy in documentation
• Team coordination
• Complaint management skills
• Work EnvironmentOffice-based job
• Communication via phone, WhatsApp, email
• Coordination with field team and management
• Normal working hours, with occasional extended hours during peak seasons
• Performance Indicators (KPI)Customer satisfaction
• On-time service scheduling
• Low complaint ratio
• Timely payment collection support
• Accurate documentation & reporting
• Technicians’ punctuality and service smoothness