Service Coordinator

6 months ago


Coimbatore, India EssEmm Technologies Full time

**Job Profile**

The service coordinator is part of the Customer Support and Experience team and will primarily serve right from registering a call to closing it to collecting feedback on the service provided. We are looking for a dynamic person who has strong communication skills with attention to detail, and who has a passion to provide customer service. We are a software product company and our customers are users of our ERP / CRM software from various industries and this role will be pivotal in coordinating the various service needs of these customers.

**Roles and responsibilities**
- Receive and review incoming customer inquiries via phone and chats
- Respond promptly and professionally to client inquiries and concerns.
- Record relevant details accurately in the ticketing system.
- Generate and prioritize tickets based on urgency and impact.
- Forward tickets to appropriate teams for resolution.
- Conduct regular follow-ups with clients to provide updates.
- Ensure timely issue resolution through coordination with internal teams.
- Communicate effectively with clients and internal teams.
- Collaborate with technical support and development teams for issue resolution.
- Maintain accurate documentation of client interactions and resolutions.
- Update knowledge base articles for common issues.
- Participate in process improvement initiatives.

**Requirements**:

- Bachelor's degree in a related field or equivalent work experience
- Strong verbal and written communication skills.
- Strong skills in Word, Excel, Google Docs, Sheets
- Ability to articulate technical concepts to non-technical stakeholders.
- Analytical and problem-solving abilities to address client issues effectively.
- Ability to quickly learn and adapt to new technologies and processes.
- Demonstrated ability to work collaboratively in a team environment.
- Proactive approach to learning and taking initiative in a fast-paced environment

**Job Types**: Full-time, Permanent,

**Salary**: ₹10,000.00 - ₹12,000.00 per month


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