Job Description

Job Title: Services Call Coordinator

Department: Service Operations / Customer Support

Reports To: Service Manager / Operations Head

Location: [City / Branch]

Job Summary

The Services Call Coordinator is responsible for managing and coordinating all incoming service calls, ensuring timely scheduling, dispatching, and follow-up for customer service requests. This role involves liaising between customers, field engineers, and the internal support team to deliver high-quality and timely service.

Key Responsibilities

Call Handling & Logging Receive incoming service calls and log details accurately in the service management system. Understand customer issues, record service requirements, and prioritize cases based on urgency.
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Scheduling & Coordination Assign and schedule service calls to field engineers based on location, skill set, and availability. Track service jobs from initiation to closure, ensuring timely completion.
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Customer Communication Provide customers with service updates, expected resolution times, and post-service feedback calls. Handle escalations and ensure customer satisfaction.
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Data Management & Reporting Maintain detailed service records and update databases with completed job details. Prepare daily/weekly service performance reports.
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Liaison with Field Engineers & Internal Teams Coordinate with engineers for job updates, spare part requirements, and delays. Ensure that warranty and AMC service requests follow agreed processes.
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Compliance & Process Adherence Follow company SOPs for call logging, job allocation, and documentation. Ensure compliance with contractual service-level agreements (SLAs).
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Required Skills & Qualifications

Education: Graduate in any discipline (Preferred: Diploma/Degree in IT/Technical Field) Experience: 1-3 years in service coordination, customer service, or call center operations (preferably in IT hardware/technical services). Skills: Excellent communication skills (verbal & written) Strong organizational and multitasking abilities Proficiency in MS Office & service management tools (CRM, ERP) Problem-solving and conflict resolution skills
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Language: Proficiency in English and Hindi (other regional languages are an advantage)
Performance Indicators (KPIs)

Average response time for service calls SLA adherence percentage Customer satisfaction scores First-time resolution rate Call logging accuracy
Job Types: Full-time, Permanent, Fresher, Internship
Contract length: 60 months

Pay: ?10,000.00 - ?25,000.00 per month

Work Location: In person