Service Coordinator (CRO)

Job Description:

Key Responsibilities

• Handle Customer Calls, Complaints Management, and Service Requests professionally.
• Schedule and coordinate HVAC Technicians for service visits and maintenance activities.
• Prepare and manage Daily Service Schedules and Job Allocations.
• Follow up with customers regarding Pending Complaints, Breakdown Issues, and Service Status Updates.
• Coordinate with the Spare Parts Department and Store Team to ensure material availability.
• Maintain accurate Service Records, AMC Records, and Breakdown Reports.
• Prepare Service Quotations, Annual Maintenance Contract (AMC) Proposals, and maintenance estimates.
• Ensure Timely Closure of Service Calls and customer issues.
• Update ERP Software, service databases, and job status records regularly.
• Coordinate with the Accounts Department for Service Billing, Invoice Processing, and Payment Follow-ups.
• Maintain high levels of Customer Satisfaction and build long-term client relationships.
• Prepare Monthly Service Reports, Performance Reports, and KPI Reports.