Job Description

About the Role:

This role supports service operations by ensuring high customer satisfaction, timely job completion, accurate documentation, and effective coordination with field teams. It involves backend support, CRM management, and performance tracking to maintain service excellence.

KEY RESPONSIBILITIES :

1. Customer Satisfaction:

Maintain Customer Satisfaction Index (CSI) at or above 90% post service. Collect and ensure positive Google Reviews with a target of 90% satisfaction. Capture Net Promoter Score (NPS) with a target of 30%+ willingness to refer.

2. Productivity & Team Utilization:

Ensure 100% on-time scheduling and completion of installations, PM, and PMS activities. Coordinate with field engineers for effective manpower planning and timely execution.

3. Compliance & Documentation:

Ensure 100% completion of service logs, PMS forms, and regulatory documentation. Upload and maintain all records in systems like Zoho CRM for audit readiness.

4. Backend Support:

Provide backend coordination for service call allocation, scheduling, and follow-up. Track and update service call status, customer feedback, and closure in CRM tools. Support the field team with PMS call planning, training documentation, spare part follow-up, and internal escalations. Assist in data compilation, KPI reporting, and internal communication for service performance tracking.

Technical Competencies:

Maintains accurate records and adheres to required standards. Uses tools like CRM systems to update and manage customer/service data Manages scheduling and tracking of service activities. Proficient / Comfortable using MS Office (Excel/ Word)

Behavioral Competencies

Attention to detail Time management Effective communication. * Problem-solving skills.