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Service Operations Coordinator

1 month ago

Greater Noida, Uttar Pradesh, India Rentokil Initial Full time
About Rentokil PCI

Rentokil PCI is a leading pest control service provider in India, part of the Rentokil Initial group. Our goal is to set new standards for customer service with operations across 250 locations in India.

Job Summary

We are seeking a skilled Service Operations Coordinator to join our team. The successful candidate will be responsible for planning and organizing all service requirements, including contracts, jobbing, call outs, and complaints.

Key Responsibilities
  • Develop proficiency in handling internal company software platforms, including iCABS and ServiceTrak.
  • Plan and organize schedules for all technicians within the branch, prioritizing due for Renewals visits, enquiries, call outs, and complaints.
  • Liaise with Sales and Service teams to accommodate urgent service visit appointments and communicate changes to affected customers.
  • Manage service documentation and ensure all customer/technician feedback is followed up with actions.
  • 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 upholding documentation integrity.
  • Review service reports with OE and BM, highlighting areas of concern, critical backlog, and weekly trends.
  • 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, Supervisors, Technicians, Operations staff for any service-related issues.
  • Work with branch management to correct service areas distributed across the business based on annual revenue from areas, time on site, travel time, and routine requirements.
  • Be knowledgeable about company safety policies and safety (SRA) requirements on the job, able to read and understand company policies.
  • Elevate any unresolved issues to the next level of management for prompt resolution.
Requirements
  • Be decisive.
  • Attention to details and accuracy.
  • Planning and organizing.
  • Analytical skills.
  • Customer-oriented.
  • Negotiation skills would be an added advantage.
  • Ability to work patiently in a dynamic service environment.
Benefits
  • Group Mediclaim Insurance Policy.
  • Travel Reimbursement.
  • Equal Opportunities.