Job description
Key Responsibilities:
Customer Interaction:
Receive and log service requests via phone, email, or ticketing system.
Understand customer issues and assign cases with appropriate priority.
Keep customers informed about the status of their service requests.
Coordination:
Assign calls to field/service engineers based on location, expertise, and availability.
Follow up with engineers to ensure timely call closure.
Schedule preventive maintenance and warranty service visits.
Manage escalations and ensure SLA (Service Level Agreement) compliance.
Documentation & Reporting:
Maintain accurate service logs and update CRM or ticketing systems regularly.
Track open, pending, and closed calls.
Prepare weekly/monthly reports on service metrics, engineer performance, and customer satisfaction.
Vendor & Warranty Handling:
Coordinate with OEMs or vendors for warranty part replacements.
Maintain records of warranty calls and AMC (Annual Maintenance Contract) obligations.
Required Skills & Qualifications:
Bachelor's degree in any discipline (preferred: IT/Commerce/Management).
1-3 years of experience in a service coordination, dispatch, or customer support role.
Familiarity with IT hardware and basic troubleshooting concepts is a plus.
Strong communication skills (English / Tamil).
Ability to multitask, prioritize, and stay calm under pressure.
Experience with ticketing tools, CRM, Excel/Google Sheets.
Job Type: Full-time
Benefits:
Leave encashment
Job Type: Full-time
Benefits:
Leave encashment
Schedule:
Day shift
Work Location: In person
Speak with the employer +91 7708110473
Job Type: Full-time
Pay: ₹16,000.00 - ₹20,000.00 per month
Benefits:
Leave encashment
Work Location: In person
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