Service Coordinator

4 weeks ago


Raipur, Chhattisgarh, India Rentokil Initial Full time
About Rentokil PCI

Rentokil PCI is the leading pest control service provider in India, a joint venture between Pest Control India and Rentokil Initial. Our mission is to set new standards for customer service with operations across 250 locations in India.

Key Responsibilities
  • Develop proficiency in handling internal company software platforms, including iCABS and ServiceTrak.
  • Organize schedules and plan service requirements for all technicians within the branch on a daily, weekly, and monthly basis.
  • Prioritize due-for-renewal visits, enquiries, call outs, and complaints.
  • Liaise with Sales and Service teams to accommodate urgent service visit appointments and communicate changes to affected customers.
  • Ensure customer service-related complaints or termination notifications are addressed effectively and promptly.
  • Manage service documentation and follow up on customer/technician feedback.
  • Update service data from dockets, log cards, service orders, and other sources into business systems in a timely manner.
  • Support the transition from paper-based to system and digital-based planning, visit documents, while maintaining documentation integrity.
  • Review service reports with OE and BM, highlighting areas of concern, critical backlog, and weekly trends.
  • Review and provide service compliance updates daily.
  • Assist the Assistant Branch Manager/Branch Manager in monitoring service productivity and efficiency-related KPIs.
  • Maintain positive working relationships and effective communication with Sales & Service Colleagues, Supervisor, Technician, Operations staff for service-related issues.
  • Work with branch management to correct service areas distributed across the business based on annual revenue, time on site, travel time, and routine requirements.
  • Be knowledgeable about company safety policies and safety (SRA) requirements on the job and be able to read and understand company policies.
  • Elevate unresolved issues to the next level of management for prompt resolution.
Deliverables
  • On-time service planning.
  • Achieving progressive improvement in State of Service (SOS) and meeting SOS targets assigned by the branch.
  • Minimizing service backlog (meeting contractual obligations).
Requirements
  • Decisiveness.
  • Attention to details and accuracy.
  • Planning and organizing.
  • Analytical skills.
  • Customer orientation.
  • Negotiation skills (an added advantage).
  • Ability to work patiently in a dynamic service environment.
Education and Other Requirements
  • Minimum graduation with 1 to 3 years of relevant experience in managing a team.
  • Basic computer skills for reporting and work management (advanced computer skills an added advantage).
  • Communication skills, including speaking on the phone to external customers and internally with technicians and other Operations colleagues.
  • Knowledge of the territory handled for planning.
  • Liaising with the Operations Manager, Operations Executive, Junior Operations Coordinator, Local Service Supervisors to establish service requirements and provide information, assurance, and advice as required.
  • Communicating all service issues in a timely manner to the ABM/BM, Operations Manager.
Benefits
  • Attractive incentives.
  • Annual Performance-Based Bonus.
  • Group Mediclaim Insurance Policy.
Our Values
  • Safety.
  • Integrity.
  • Innovation.
  • Learning and Development.
  • Open and Transparent.
  • Performance Orientation.
DEI Statement

We believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.


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