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.