JOB DESCRIPTION – CUSTOMER CARE OFFICER

. 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.
• Good 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.