Service Coordinator

1 day ago

Mumbai Maharashtra, India Anther Human Resource Solutions Full time

**Key Responsibility Areas (KRA) for Service Coordinator**
- **Customer Interaction** - Engage with customers to understand their concerns and provide appropriate resolutions.
- **Complaint Assignment** - Allocate service requests to technicians or service agencies based on location and expertise.
- **TAT Management** - Ensure timely resolution of service requests by tracking and maintaining turnaround time (TAT).
- **Service Review & Improvement** - Analyze service feedback, identify areas for improvement, and implement corrective actions.
- **Reporting & Analysis** - Share daily and weekly service performance reports with relevant stakeholders.
- **Inventory Management** - Maintain spare parts and service-related inventory at the branch level for seamless operations.
- **Cross-Selling of Services** - Identify and promote additional services to customers for increased engagement and revenue generation.

**Key Performance Indicators (KPI) for Service Coordinator**
- **Customer Interaction & Response**:

- Average response time to customer inquiries.
- Customer satisfaction score (CSAT) post-service.
- First-call resolution rate.
- **Complaint Assignment & Resolution**:

- Number of complaints assigned per day/week.
- Percentage of complaints resolved within SLA/TAT.
- Escalation rate due to delayed resolution.
- **Turnaround Time (TAT) Management**:

- Average time taken to resolve a service request.
- Percentage of cases closed within committed TAT.
- Number of overdue/unresolved cases beyond SLA.
- **Service Quality & Improvement**:

- Technician/Service agency performance score.
- Repeat the complaint rate for the same issue.
- Implementation of service improvement initiatives.
- **Reporting & Documentation**:

- Timely submission of daily/weekly/monthly reports.
- Accuracy and completeness of service records.
- Data-driven insights for service improvement.
- **Inventory Management**:

- Availability of spare parts at branch level.
- Frequency of stock shortages or delays.
- Accuracy in inventory tracking and reporting.
- **Cross-Selling Services**:

- Number of additional services sold per month.
- Revenue generated from cross-selling efforts.
- Customer retention and repeat service rate.

Pay: ₹600,000.00 - ₹700,000.00 per year

Schedule:

- Day shift

Work Location: In person

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