Service Co-ordinator
6 days ago
Roles & Responsibilities
- Coordinate and assign service requests to hardware support engineers based on priority and location.
- Attend customer calls and log complaints accurately into the CRM/system.
- Ensure all service calls are acknowledged within the defined response time.
- Track the status of each service request until closure and maintain follow-up communication with customers.
- Allocate on-site visits to engineers and ensure timely dispatch of service personnel.
- Maintain spare parts stock information and ensure availability for service calls.
- Verify and record hardware serial numbers, service reports, and warranty details.
- Ensure proper documentation of service work, including service reports and customer acknowledgment.
- Escalate repeated issues or unresolved complaints to the senior technical team or management.
- Communicate estimated resolution time to customers and ensure service transparency.
- Prepare and submit daily/weekly service status reports to the management.
- Coordinate with the purchase/stock department if replacement materials or spare parts are required.
- Ensure engineers update job status after each call with proper remarks.
- Maintain customer satisfaction records and collect feedback post-service.
- Ensure follow-up on pending and unresolved service calls and update the CRM regularly.
- Keep records of travel expenses, service logs, and ensure timely submission by engineers.
Qualification: Degree/Diploma (preferably in IT domain)
Experience-Freshers
Immediate joiners based in Ernakulam need only apply.
Job Types: Full-time, Permanent
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
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