Customer Service Representative

Key Objectives of the Role

• Ensure timely response and resolution of customer queries and service requests
• Maintain accurate operational records and documentation
• Support planning, service, billing, and commercial processes
• Improve customer experience through clarity, coordination, and follow-up

Key Responsibilities1️ Customer Communication & Support

• Act as the primary back-office contact for customers post-order / post-mobilization
• Receive and log:
• Service requests
• Complaints / breakdown intimations
• Follow-up queries (AMC, PMC, one-time services)
• Communicate clearly with customers via:
• Phone
• WhatsApp
• Email
• Provide status updates to customers until closure

2️ Service & Operations Coordination

• Coordinate with:
• Site supervisors
• Technicians
• Planning team
• Stores & logistics
• Track:
• Service visits
• Breakdown attendance
• Pending actions
• Rescheduled jobs
• Ensure job closure confirmation from site teams

3️ Documentation & Records Management

• Maintain structured records for:
• AMC / PMC contracts
• One-time service jobs
• Installation / dismantling reports
• Service reports & DPRs
• Ensure:
• Client sign-offs are obtained
• Reports are scanned and uploaded
• Copies are shared with the commercial team
• Maintain trackers in:
• Excel
• CRM (if applicable)
• Google Drive / internal folders

4️ Billing & Commercial Support

• Coordinate with commercial/accounts team for:
• Billing readiness
• Pending documents
• AMC renewal reminders
• Track:
• Document submission dates
• Billing delays due to missing paperwork
• Follow up internally to avoid revenue leakage

5️ Internal Coordination & Escalation

• Escalate unresolved issues to:
• Operations Manager
• HOD – Operations
• Highlight:
• Repeated complaints
• SLA delays
• Resource gaps
• Support management with daily / weekly status summaries

Job Type: Full-time

Pay: ₹22,000.00 - ₹28,000.00 per month

Work Location: In person