Service Coordinator

About the Role

The Service Coordinator will be responsible for managing service requests, coordinating with field teams, ensuring timely resolution of customer issues, and maintaining accurate service records. This role requires strong communication, organizational skills, and the ability to multitask in a fast-paced environment.

Key Responsibilities

Service Request Management

• Receive, log, and process incoming service requests from customers, partners, and internal teams.
• Assign service tasks to field technicians based on location, availability, and skill set.
• Monitor the status of ongoing service jobs to ensure timely completion.

Coordination & Communication

• Act as a central point of contact between customers, field technicians, and internal departments.
• Provide customers with updates regarding service status, delays, or additional requirements.
• Coordinate scheduling, follow-ups, and escalations where required.

Documentation & Reporting

• Maintain accurate service logs, job sheets, and customer communication records.
• Generate daily, weekly, and monthly service reports for management review.
• Ensure all data entries related to service activities are updated and error-free.

Issue Resolution & Escalation

• Identify bottlenecks in the service process and support in resolving operational hurdles.
• Escalate critical or repeated issues to senior management for appropriate action.
• Support in handling customer complaints to ensure high satisfaction levels.

Compliance & Quality Assurance

• Ensure adherence to company policies, SOPs, and service quality standards.
• Coordinate feedback collection from customers post service visits.
• Assist in process improvements to enhance service efficiency.

Required Skills & Competencies

• Strong verbal and written communication skills.
• Advanced proficiency in Microsoft Excel (Mandatory).
• Excellent organizational and multitasking abilities.
• Customer-centric mindset with problem-solving approach.
• Proficiency in MS Office, CRM tools, or service management systems.
• Ability to coordinate with cross-functional teams.
• Time management and ability to work under pressure.

Qualifications

• Bachelor’s degree in any discipline (preferred).
• 1–3 years of experience in service coordination, customer service, or operations.
• Experience in field operations or service industry will be an added advantage.

Key Attributes

• Detail-oriented
• Proactive and responsible
• Team player
• Ability to handle high-volume workload