Customer Care Service

Key Responsibilities

1. Service Coordination & Scheduling

 Coordinate daily service schedules with RO & Descaling in-charges and technicians.  Obtain service confirmations from customers and service in-charges.

 Post daily service schedules and service updates in respective groups (morning and evening).

 Follow up with technicians for service requirements and updates.

 Ensure service confirmations are received and documented properly.

2. Customer Communication & Support

 Share service reports with customers via email.

 Send emails to customers regarding site readiness and erection requirements.

 Collect customer feedback through calls and emails and share internally.

 Coordinate with customers regarding service schedules and confirmations.

3. Documentation & Reporting

 Prepare and share feasibility reports with the Sales team (soft copy).

 Prepare installation reports, erection reports, and site readiness reports in soft copy.  Prepare and maintain individual reports for RO & Descaling teams.

 Prepare departmental reports and quarterly reports for the RO & Descaling teams.

 Update Daily Report (DR) details in Excel.

 Prepare Minutes of Meeting (MoM).

 Develop and maintain operational manuals for plants.

 Prepare Descaling Standard Operating Procedures (SOPs).

4. Material & Stores Coordination

 Ensure materials are ready at stores for site requirements.

 Coordinate with stores for confirmation of material dispatch.

 Share RO fittings details for new RO plants with Stores Department for dispatch.

 Ensure material readiness for immediate site delivery.

5. Inter-Departmental Coordination

 Share suspense amount details with Accounts Department and coordinate ticket bookings.

 Share service reports with Accounts Department.

 Coordinate with HR by preparing, maintaining, and sharing attendance details (soft copy).

 Share expenditure hard copies with RO & Descaling teams.

6. Expenditure & Accounts Support

 Enter and maintain expenditure details for RO & Descaling teams.

 Prepare separate expenditure sheets for all team members.

 Take printouts of expenditure sheets as required.

 Coordinate with Accounts Department to receive suspense amounts and transfer them to respective accounts.

7. Data Management & Communication

 Prepare Excel projection reports and post updates in respective groups.

 Type and share RO & Descaling requirements with Sales in soft copy.

 Maintain accurate records of service, material, attendance, and expenditure data. Required Skills & Competencies

 Strong coordination and communication skills

 Proficiency in MS Excel, MS Word, and email communication

 Ability to handle multiple tasks and meet deadlines

 Good documentation and reporting skills

 Attention to detail and organizational abilities

 Basic understanding of RO & Descaling service operations (preferred) Qualifications  Bachelor’s degree or equivalent (any discipline)

 1–3 years of experience in service coordination, customer support, or operations (preferred) Key Performance Indicators (KPIs)

 Timely service scheduling and confirmations

 Accuracy of reports and documentation

 Customer satisfaction and feedback

 Coordination efficiency with internal departments

 Data accuracy in expenditure, attendance, and service records

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 2 years of experience.