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Customer Service Operations Coordinator

1 week ago

Gurgaon, Haryana, India Servify Full time
About the Role:
We are seeking a highly skilled Customer Service Operations Coordinator to play a crucial role in engaging with service vendors and overseeing ongoing daily customer program service delivery activities. The ideal candidate will be comfortable working in a night shift environment, from 8 PM to 5 AM (India time), subject to change depending on customer needs.

Responsibilities:
  • Handling customer service escalations/exceptions and working with repair vendors to resolve service issues.
  • Assisting with, tracking, and managing service requests, Device status.
  • Day-to-Day operational oversight of Service Delivery to include Return, Repair, Exchange, Advanced Exchange, On-Site Repair, Walk-In Repair, Depot Repair.
  • Submission and monitoring of service requests within vendor and internal systems.
  • Manage/resolve service delivery exceptions and service provider escalations.
  • Working with service vendors to introduce new products into the service process, or to introduce new service capabilities.
  • Monitoring department issues and client complaints to propose methods to lessen recurring issues.

Requirements:
  • Bachelor's degree in supply chain management, operations, business administration, or a related field or equivalent experience will be an additional advantage.
  • Independent, Passionate, Critical Thinker with strong analytical skills and aptitude to manipulate large data.
  • 2+ years' experience within Supply Chain/Operations or Repair/Service Operations.
  • Candidates must be proficient in the Microsoft Excel, Office suite or G Suite (Docs, Sheets, Slides).
  • Candidates should be familiar with call center operations, and other consumer service channels.
  • A strong ability to effectively participate in cross-functional teams.
  • Must communicate and collaborate well across internal functions, vendors, and/or customers, and present to senior management as needed.
  • Highly organized and disciplined in time/project management.