Job Description

CUSTOMER SERVICE & MAINTENANCE COORDINATOR

Position Level: Mid-level / Coordination Salary Range: ?22,000 - ?30,000/month + performance bonus (10%)

Experience Required: 3-4 years in customer service, operations coordination, or field service management

Reports To: Operations Manager / Founder

Key Responsibilities:

1. Maintenance Scheduling & Operations:

Manage monthly maintenance calendar for all active customers Schedule maintenance visits 1 week in advance with 24-hour reminders Coordinate with technicians to optimize routes and reduce travel time Track maintenance completion and generate reports Monitor filter inventory and reorder based on maintenance schedules Prepare maintenance kits for each technician visit
2. Customer Communication:

Respond to customer inquiries within 24 hours Schedule consultation calls and installation appointments Send monthly reminders for maintenance due dates Handle maintenance complaints and escalations Collect customer feedback post-installation and post-maintenance Maintain customer database with accurate information
3. Documentation & Reporting:

Record all maintenance activities and customer interactions in CRM Generate monthly maintenance and performance reports Track KPIs: customer retention, response time, satisfaction scores Maintain customer contact lists and communication history Prepare invoice and billing documentation Document spare parts usage and recommend inventory replenishment
4. Quality Assurance:

Quality-check technician reports for completeness and accuracy Follow up on any outstanding issues or concerns Collect and analyze customer satisfaction feedback Identify training needs for maintenance team Track customer churn and identify at-risk accounts
Key Skills:

Customer relationship management Strong organizational and time management skills CRM system proficiency Attention to detail Communication (phone, email, messaging) Problem-solving mindset Basic technical knowledge (air purification systems)
Success Metrics:

Response time to customer inquiries: <24 hours (95%+ compliance) Maintenance scheduling efficiency: 90%+ on-time completion Customer retention: 95%+ annual retention Inventory accuracy: 98%+ inventory count accuracy Customer satisfaction: NPS 45+ Day 1 Priorities: Set up CRM system (customer database, scheduling, communication) Develop customer communication templates Create maintenance scheduling SOP Build customer database from Phase 1 installations Establish filter inventory tracking system
Job Type: Full-time

Pay: ?22,000.00 - ?30,000.00 per month

Application Question(s):

What is your notice period (in DAYS)? What is your current CTC (in INR)? What is your expected CTC (in INR)?
Work Location: In person