Aftersales Coordinator

5 days ago

Delhi, Delhi, India Xpertz Ankur lights Pvt. Ltd. Full time ₹ 2,40,000 - ₹ 4,80,000 per year

Job Summary:

The After-Sales Coordinator plays a key role in ensuring smooth post-sales support and service coordination for Ankur Lighting's customers. The role involves managing service requests, coordinating with internal teams and technicians, tracking complaint resolutions, and maintaining excellent customer communication to enhance satisfaction and brand loyalty.

Key Responsibilities:

  1. Customer Service & Communication

Act as the primary point of contact for all customer service requests, complaints, and warranty claims.

Log and track service tickets in Zoho Desk / CRM and ensure timely updates to customers.

Maintain professional communication via phone, email, and WhatsApp with clients, dealers, and project customers.

Follow up with customers post-resolution to confirm satisfaction.

  1. Coordination & Follow-ups

Coordinate between Service Engineers, Sales, Accounts, and Logistics teams for quick and efficient complaint handling.

Assign complaints to the concerned technician or branch and ensure timely closure as per SLA.

Schedule and track service visits and ensure materials/spares are dispatched on time.

  1. Documentation & Reporting

Maintain service reports, call logs, and closure details in the system.

Prepare weekly and monthly complaint analysis and closure reports.

Assist in warranty claim documentation and maintain database of replacements/repairs.

  1. Process & Quality Improvement

Escalate recurring or critical issues to the After-Sales Manager for process improvement.

Collect customer feedback and support in maintaining service quality standards.

Suggest improvements to enhance response time and customer satisfaction.

Key Skills & Competencies:

Strong coordination and follow-up skills.

Excellent verbal and written communication.

Customer-centric attitude and problem-solving approach.

Proficiency in MS Office and Zoho CRM/Desk preferred.

Ability to multitask and handle pressure calmly.

Education & Experience:

Graduate in any discipline (preferably Commerce or Management).

2–4 years of experience in customer service or after-sales coordination (Lighting, Electricals, or related industry preferred).

Job Type: Full-time

Pay: ₹15, ₹20,000.00 per month

Work Location: In person

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