Job Description

Overview:
We are seeking an experienced Service Coordinator / Call Center Representative is responsible for coordinating service activities, scheduling technicians, and acting as the primary point of contact for customers. This role ensures efficient service delivery, effective communication, and high customer satisfaction while meeting agreed service levels (SLAs). Responsibilities:

• Receive, log, and prioritize service requests via phone, email, or service systems
• Schedule and dispatch field service technicians based on urgency, availability, and skill set
• Coordinate service appointments and communicate timelines to customers
• Monitor service progress and ensure compliance with SLAs
• Maintain accurate service records in the ERP/service management system (e.g., SAP)
• Communicate effectively with technicians, customers, and internal teams
• Proactively identify and resolve scheduling conflicts or service delays
• Support escalation management and customer expectation setting
• Prepare basic reports and track service KPIs using MS Excel
• Contribute to continuous improvement of service and call center processes

Qualifications:

• Willingness to work 6days in a week in roaster-based shifts (24/7 operations)
• Minimum 2 years of experience as a Service Coordinator or Call Center Representative
• Experience with SLA management and service-level monitoring
• Background in technical services, maintenance, or field service operations
• Experience in a customer-facing support or call center environment
• Bachelor's degrees (mandatory)
• Proficiency in MS Office and ERP
• Excellent verbal, written, and presentation communication skills

Skills Required