Intern – Service

Pointo; Barrackpore; On-site; INR 134,000 - 167,000; Part time

Benefits offered by this job

Certificate of Internship

Job summary

Pointo is offering an internship in Service Operations based in Barrackpore, West Bengal. You will handle inbound and outbound calls, document issues, and coordinate with engineers and managers to ensure timely resolution.

The role emphasizes professional communication in Hindi, basic English, and strong ownership. You will gain exposure to CRM systems, daily reporting, and cross-functional collaboration through structured mentoring.

Qualifications

• Excellent communication skills in Hindi.
• Basic communication skills in English.
• Strong interpersonal skills.
• Ability to handle customer queries professionally.
• Willingness to work in a fast-paced service environment.
• Quick learner with a proactive attitude.
• High level of ownership and accountability.
• Basic analytical and documentation skills.
• Hands-on industry experience in Service Operations.

Responsibilities

• Handle inbound customer calls related to service requests, complaints, and general queries.
• Make outbound calls to customers for service follow-ups, feedback, and ticket closure confirmations.
• Provide professional, courteous, and timely responses to customer concerns.
• Coordinate with Field Service Engineers, Hub Managers, and Service Coordinators regarding service ticket status.
• Ensure timely updates are communicated between customers and internal service teams.
• Monitor open service requests and follow up for prompt resolution.
• Assist in scheduling service visits when required.
• Register customer complaints accurately in the CRM or ticketing system.

Skills

Hindi communication

Basic English

Interpersonal

Customer queries

Fast-paced

Quick learner

Ownership

Analytical

Documentation

Tools

CRM systems

Job description

ROLE

• Handle inbound customer calls related to service requests, complaints, and general queries.
• Make outbound calls to customers for service follow-ups, feedback, and ticket closure confirmations.
• Provide professional, courteous, and timely responses to customer concerns.
• Maintain a positive customer experience during every interaction.
• Coordinate with Field Service Engineers, Hub Managers, and Service Coordinators regarding service ticket status.
• Ensure timely updates are communicated between customers and internal service teams.
• Monitor open service requests and follow up for prompt resolution.
• Assist in scheduling service visits whenever required.
• Register customer complaints accurately in the CRM or ticketing system.
• Update ticket progress, remarks, and closure details.
• Maintain complete and accurate service records.
• Ensure all customer interactions are documented properly.
• Identify unresolved, delayed, or critical service issues.
• Escalate service-related concerns to the appropriate stakeholders.
• Follow up until closure while keeping customers informed.
• Maintain daily call logs and service records.
• Prepare daily and weekly reports on: Calls handled Tickets created Tickets closed Pending service requests Customer feedback
• Support MIS reporting and documentation activities.
• Assist the Service Operations team in day-to-day administrative tasks.
• Maintain service databases and customer records.
• Support process improvement initiatives to enhance customer satisfaction.
• Perform additional responsibilities assigned by the reporting manager.

REQUIREMENTS

• Excellent communication skills in Hindi.
• Basic communication skills in English.
• Strong interpersonal skills.
• Ability to handle customer queries professionally.
• Willingness to work in a fast-paced service environment.
• Quick learner with a proactive attitude.
• High level of ownership and accountability.
• Basic analytical and documentation skills.
• Hands-on industry experience in Service Operations

BENEFITS

• Monthly stipend of ₹12,000 – ₹15,000
• Structured learning and mentoring
• Exposure to CRM and operational systems
• Opportunity to work with cross-functional teams
• Certificate of Internship upon successful completion