Call Coordinator

Job title : Call Coordinator

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.
• Escalate unresolved or high-priority service issues to the appropriate supervisor or manager for prompt action.
• Coordinate with Service Centers and Spare Parts teams to ensure required parts and resources are available before technician dispatch.
• Maintain accurate records of customer interactions, service requests, technician assignments, and service outcomes.
• Generate daily, weekly, and monthly reports on service call volumes, response times, pending jobs, and completion rates.
• Ensure all service requests are properly documented and closed in the service management system.
• Identify recurring service issues and recommend process improvements to enhance service efficiency and customer satisfaction.
• Support warranty verification and ensure service requests comply with company policies and procedures.
• Maintain confidentiality of customer information and comply with company data protection policies.
• Collaborate with Customer Service, Technical Support, Logistics, and Branch Operations to ensure seamless service delivery.

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.