Customer Service Coordinator

Roles and Responsibilities :

**- Receive customer complaints and service requests through telephone, email, WhatsApp or other approved channels.

• Acknowledge every customer request and enter complete details in the customer-service tracker or relevant software module.
• Understand the nature and urgency of the issue and obtain the necessary information, photographs, videos and machine details from the customer.
• Coordinate with service engineers, Design, Production, Procurement, Stores, Sales and other departments for resolution.
• Schedule service visits, remote-support sessions, installation, commissioning and troubleshooting activities.
• Maintain regular communication with customers regarding the progress of their requests.
• Track pending actions and follow up with the responsible internal team until closure.
• Escalate critical, delayed or repeated complaints to the reporting manager.
• Coordinate quotations, availability and dispatch of spare parts with the concerned departments.
• Maintain service reports, customer correspondence, machine history and closure records.
• Follow up with service engineers for the timely submission of visit reports and customer acknowledgements.
• Prepare daily, weekly and monthly reports on complaints, pending cases, closures and service performance.
• Obtain customer feedback after completion of service.
• Maintain professional and courteous communication with Indian and overseas customers.**

Job Requirements :

**- Good written and spoken English.

• Working knowledge of MS Excel, Word, email and basic documentation.
• Good telephone etiquette and professional communication.
• Strong coordination, follow-up and organisational ability.
• Ability to understand basic technical information and terminology.
• Ability to prioritise urgent matters and handle multiple open cases.
• Patient, courteous and solution-oriented approach.
• Willingness to learn about ARBES machines, components and softgel-manufacturing processes.
• Ability to work effectively with customers, service engineers and different internal departments.
• Knowledge of CRM or ERP software will be an advantage but is not mandatory.**