Customer Service Coordinator

Arbes Tools Pvt.ltd.; Navi Mumbai; On-site; INR 350,000 - 520,000; Full time

Job summary

Arbes Tools Pvt.ltd. in Navi Mumbai is seeking a Customer Service Coordinator to manage customer complaints and service requests, coordinating with service engineers and other departments to ensure timely resolution.

The role requires strong English communication, organizational skills and the ability to handle multiple cases with a courteous, solution-oriented approach. Exposure to ARBES machines and ERP/CRM systems is a plus.

Qualifications

• 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.

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 information 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.

Skills

English communication

Coordination

Organizational skills

Multitasking

Customer service orientation

Tools

MS Excel

CRM/ERP software

Job description

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.