Job Summary

• We are seeking a highly organized and customer-focused Call Coordinator to manage and coordinate incoming service requests, schedule field service activities, and ensure timely resolution of customer issues.
• The ideal candidate will serve as the primary point of contact for customers requiring after-sales support, ensuring service calls are accurately logged, assigned, monitored, and closed in accordance with company standards and Service Level Agreements (SLAs).
• The Call Coordinator will work closely with Service Engineers, Technicians, Service Centers, and Customer Service teams to deliver an excellent customer experience.

Key Responsibilities

• Receive, log, and manage incoming customer service requests through phone, email, and other communication channels.
• Register service calls accurately in the service management system, ensuring all customer and product information is complete.
• Schedule and assign service requests to field technicians or service engineers based on location, availability, skill set, and priority.
• Coordinate technician schedules to maximize productivity and ensure timely service delivery.
• Monitor the progress of all open service calls and follow up to ensure completion within agreed service level agreements (SLAs).
• Communicate appointment schedules, service updates, and expected resolution timelines to customers.
• Follow up with customers after service completion to confirm issue resolution and measure customer satisfaction.

Qualifications & Experience

• Bachelor’s Degree or Higher National Diploma (HND) in Business Administration, Customer Service, Operations Management, or a related field.
• Minimum of 4 years’ experience in customer service, call coordination, service administration, or dispatch operations.
• Experience in the consumer electronics, home appliances, telecommunications, or technical service industry is an added advantage.
• Experience using CRM, ERP, or service management systems is preferred.