Customer Service Manager

Progressive Innovators; Kolkata District; On-site; INR 700,000 - 1,500,000; Full time

Job summary

Progressive Innovators in Kolkata is seeking a seasoned Project Coordinator to oversee onboarding, resource coordination, audits, and client experience across multiple projects. You will manage dashboards, reporting, and escalation processes to ensure timely delivery and client satisfaction.

The role requires strong communication, exceptional coordination skills, and hands‑on experience with Excel, MIS, and project trackers within a fast‑paced environment.

Qualifications

• Experience in project coordination and client servicing.
• Strong Excel, MIS, and reporting skills.
• Ability to coordinate with multiple stakeholders and maintain timelines.
• Excellent written and verbal communication.
• Experience handling audits and CAPR processes.

Responsibilities

• Coordinate onboarding, allocation of Project Managers and Implementers with internal teams.
• Plan manpower availability against active Projects and AMC assignments.
• Coordinate daily with Project Managers, Implementers and clients regarding visits and deliverables; track and report progress.
• Coordinate Audit planning, CAPR and Non‑Conformity closure; manage audit dates and logistics.
• Drive client experience with escalation management and a proactive approach to issue resolution.
• Maintain Daily MIS, visit schedules and project completion trackers; ensure real‑time visibility.

Skills

Project coordination

Client communication

Escalation management

Excel

Google Sheets

MIS reporting

Time management

Job description

Role & responsibilities

1. PROJECT ONBOARDING & INITIALISATION

• Complete project filing and client welcome formalities within T+1 day.
• Coordinate allocation of Project Managers and Implementers with the concerned internal teams.
• Organise and conduct Project Handover Meetings between Sales, Operations, Project Managers and Implementers.
• Send Opening Meeting communication, Project Manager introduction and Escalation Matrix to clients.
• Coordinate initial project visits and communication with clients.
• Ensure Gap Analysis Reports are communicated to clients and necessary acknowledgements/documentation are completed.

2. PROJECT MANAGEMENT & RESOURCE COORDINATION

• Plan manpower availability against active Projects and AMC assignments to ensure optimum resource utilisation.
• Prepare weekly visit schedules based on project requirements and client priorities.
• Coordinate daily with Project Managers, Implementers and clients regarding project visits and deliverables.
• Track Daily Work Done Reports, Project Checklists and Project Manager reports.
• Prepare and maintain Project Dashboards for Management review.
• Ensure Project Dashboards and service updates are communicated to clients within defined timelines.
• Coordinate outstation travel and logistics for Project Managers, Implementers and Audit Teams.
• Proactively identify delays, bottlenecks and dependencies and elevate them before they impact project timelines.

3. AUDIT PLANNING & PROJECT COMPLETION

• Monitor project completion levels and initiate Audit Requisition at the appropriate stage.
• Coordinate finalisation of Certification Bodies / Audit Bodies with Management and clients.
• Coordinate Certification Body application forms, quotations, approvals and commercial acceptance.
• Ensure Certification Body documentation and quotations are completed within defined TAT.
• Coordinate audit dates between the Client, Certification Body and internal Project Team.
• Coordinate auditor travel, accommodation and other logistics wherever required.
• Ensure smooth execution of client audits and obtain post audit feedback.
• Coordinate Audit Reports, Corrective Action Plans (CAPR) and Non Conformity closure.
• Work with Project Managers and Implementers to target closure of NCs within 10 days.
• Follow up with Certification Bodies until CAPR acceptance, certification or final project closure.
• Coordinate final project payments and completion formalities.

4. CUSTOMER EXPERIENCE & ESCALATION MANAGEMENT

• Act as a central point of coordination for assigned clients throughout the project lifecycle.
• Handle client calls, queries, requests and escalations with professionalism, maturity and urgency.
• Maintain a strong service philosophy based on Under Promise and Over Deliver.
• Record every client query, complaint, suggestion, issue and request in the central Issue Register in real time.
• Drive issue resolution with the concerned departments and maintain a minimum 95% Resolved Status in the Issue Register.
• Escalate critical or ageing issues to Senior Management proactively.
• Ensure structured client feedback is collected at defined stages of every project.
• Build strong professional relationships with clients and continuously improve their experience with Progressive.

5. DATA, MIS & MANAGEMENT REPORTING

• Maintain accurate and updated Project MIS at all times.
• Ensure Daily Work Done Analysis and Project Manager reports are updated and submitted to Management.
• Maintain Visit wise Checklists and Project Completion Trackers.
• Maintain and monitor the Service Tracker.
• Maintain the AMC Tracker.
• Maintain the Audit Planning Tracker.
• Maintain the Weekly Visit Schedule.
• Prepare and circulate the Daily Audit MIS to Management.
• Ensure Management has real time visibility of project status, delays, issues, audit schedules and client escalations.

Preferred candidate profile

• Has 9 to 15 years of experience in Project Coordination, Customer Experience, Client Servicing, Operations or B2B Service Delivery.
• Is extremely strong in follow up, coordination and closure.
• Can simultaneously handle multiple corporate clients and projects.
• Has excellent written and verbal communication skills.
• Is comfortable interacting with senior corporate clients, auditors, consultants and Management.
• Has strong command over Excel, Google Sheets, MIS and reporting systems.
• Understands deadlines, TATs, escalation matrices and project trackers.
• Is capable of identifying a problem before it becomes a client escalation.
• Can work in a fast paced, target driven and process oriented environment.
• Has strong documentation and record management capabilities.
• Possesses excellent interpersonal skills with the ability to coordinate firmly but professionally across departments.
• Takes ownership rather than merely forwarding emails or passing information between departments.