Job Title: Customer Service Coordinator
Role Overview:
The Customer Service Coordinator is responsible for ensuring smooth handling of customer inquiries, complaints, and service requests. This role acts as a bridge between customers and internal teams to ensure timely resolution, high service quality, and customer satisfaction.
Key Responsibilities:
1. Customer Support Management
- Handle incoming customer queries via phone, email, chat, or in-person
- Provide accurate information about products, services, and policies
- Ensure timely resolution of customer issues and requests
2. Complaint Handling & Escalation
- Record, track, and resolve customer complaints efficiently
- Escalate complex issues to relevant departments when required
- Follow up to ensure complete resolution and customer satisfaction
3. Coordination with Internal Teams
- Liaise with sales, operations, logistics, and technical teams
- Ensure customer requests are fulfilled within agreed timelines
- Monitor service delivery and communication flow
4. Order & Service Tracking
- Track customer orders, service requests, or cases
- Provide regular updates to customers on status and progress
- Ensure accuracy in records and system updates
5. Documentation & Reporting
- Maintain detailed records of customer interactions
- Prepare daily/weekly/monthly reports on service performance
- Track key metrics like response time and resolution rate
6. Customer Experience Improvement
- Identify recurring issues and suggest process improvements
- Support initiatives to enhance customer satisfaction and loyalty
Qualifications & Skills:
- Bachelor’s degree in Business Administration, Communications, or related field
- 2–5 years of experience in customer service or coordination roles
- Strong communication and interpersonal skills
- Proficiency in MS Office and CRM/helpdesk tools
- Ability to multitask and manage pressure
Key Competencies:
- Customer focus
- Problem-solving
- Time management
- Attention to detail
- Team coordination
- Conflict resolution
Preferred Experience:
- Experience in call centers, service industries, or corporate customer support
- Familiarity with CRM systems (e.g., Zoho, Salesforce, Freshdesk)
- Experience handling high-volume customer interactions
Performance Metrics (KPIs):
- Customer satisfaction score (CSAT)
- Average response and resolution time
- First contact resolution rate
- Complaint escalation rate
- Accuracy of records and reporting
