Service Coordinator

Job Description

Job Title

Customer Service Executive

Department

Customer Service | Service Coordination

Company

DCC Group

Experience

1+ Year–6 Years

Location

Andheri (East), Mumbai

About the Role

DCC Group is looking for a proactive and customer-focused Customer Service Executive to manage customer interactions through voice calls, emails, CRM, and ticketing systems. The ideal candidate will be responsible for handling service requests, coordinating with service engineers, maintaining service records, and ensuring timely resolution of customer issues while delivering an excellent customer experience.

Key Responsibilities

• Handle inbound and outbound customer calls regarding service requests, complaints, and product support.
• Respond to customer queries through voice calls, emails, chat, and ticketing systems.
• Register, assign, and track service requests in the CRM/ERP/SAP system.
• Coordinate with service engineers to schedule installations, breakdown visits, preventive maintenance, and service calls.
• Monitor service tickets and ensure timely closure within defined turnaround times (TAT).
• Follow up with customers and internal teams until service requests are successfully resolved.
• Maintain accurate records of customer interactions, complaints, service history, and engineer updates.
• Prepare daily, weekly, and monthly service reports using MS Excel.
• Escalate unresolved or critical customer issues to the concerned department or reporting manager.
• Coordinate with cross-functional teams including Sales, Service, Logistics, and Spare Parts for seamless service execution.
• Ensure adherence to customer service standards and maintain high levels of customer satisfaction.

Required Skills

• Excellent verbal and written communication skills in English.
• Strong customer service and relationship management skills.
• Experience in handling voice, email, chat, and ticketing systems.
• Good knowledge of CRM, ERP, or SAP applications.
• Proficiency in MS Excel, Outlook, and Microsoft Office.
• Strong coordination and follow-up skills.
• Ability to multitask and prioritize work in a fast-paced environment.
• Good problem-solving and interpersonal skills.
• High attention to detail and accuracy in documentation.

Educational Qualification

• Graduate in any discipline.
• Additional certification in Computer Applications or Customer Service will be an added advantage.

Preferred Candidate Profile

• 2–6 years of experience in Customer Service, Service Desk, Service Coordination, or Customer Support.
• Experience in industrial equipment, machinery, engineering, printing, manufacturing, or B2B service industries will be preferred.
• Knowledge of regional languages will be an added advantage.

Working Conditions:

• · Working Days: Monday to Friday, with Saturday (Work from Home – 5 hours)
• · Working Hours: 10:00 AM – 6:30 PM
• · Benefits: Health Insurance as per company policy

• How to Apply:
• Please send your updated resume along with a recent passport-size photo to:
• growwithus@groupdcc.com
• 📞 For any queries, contact: Manav Dhanawade – 88285 26504