Service Coordinator
4 weeks ago
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.
- 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).
- 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.
- 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.
- Attractive incentives.
- Annual Performance-Based Bonus.
- Group Mediclaim Insurance Policy.
- Safety.
- Integrity.
- Innovation.
- Learning and Development.
- Open and Transparent.
- Performance Orientation.
We believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.
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