Job Description: Service Coordinator

Location: Thane, Maharashtra

Department: Service Operations

Reports To: Service Manager / Operations Head

Company: Circolife (Procyon Star Pvt. Ltd)

About Circolife

Circolife is India’s leading sustainable cooling company, providing IoT-enabled, energy-efficient air conditioning systems on subscription. Our mission is to revolutionize how cooling is delivered and serviced — with intelligence, efficiency, and environmental responsibility at the core.

Role Overview

The Service Coordinator plays a crucial role in ensuring that Circolife's service function delivers same-day resolutions and operates within defined Turnaround Times (TATs). This role demands strong people management, multi-team coordination, and the ability to function effectively in high-pressure, shift-based environments.

Key Responsibilities

• Ensure same-day closure of service calls wherever possible.

• Track and enforce adherence to company-defined TATs for installation, breakdown, and preventive maintenance.

• Follow a closed-loop system — from customer complaint to technician dispatch to final resolution and feedback.

• Coordinate field technician schedules and work orders using CRM and tracking tools.

• Proactively follow up with field teams, warehouse, technical support, and customer help desk to prevent delays.

• Escalate and resolve delays, part shortages, or customer grievances on priority.

• Provide proactive updates to customers via phone, SMS, or WhatsApp on service milestones.

• Handle escalations with empathy while ensuring resolution within SLA timelines.

• Maintain records of calls, schedules, feedback, and closure reports.

• Generate daily MIS reports on open/closed calls, delays, and technician performance.

Key Performance Indicators (KPIs)

KPI

Target

Same-day Closure Rate

≥ 95%

Adherence to TAT (per SLA)

≥ 100%

Daily Call Assignment Efficiency

100%

Technician Utilization

≥ 85%

Repeat Cases < 45 days

≤ 5%

Customer Feedback Score

≥ 4.5 / 5

Daily Reports Accuracy

100%

Work Requirements

• Must be willing to work in rotational shifts, including weekends and holidays as per roster.

• Strong multitasking and people coordination skills — handling 50 + technicians daily.

• Ability to function effectively in a fast-paced, high-pressure service environment.

Qualifications & Experience

• Graduate in Operations, Business Administration, or related fields.

• 4–6 years in service operations, HVAC operations is a plus, facility management, or IoT/tech-enabled field services.

• Familiarity with CRM software, ticketing systems, Excel, WhatsApp Business, and internal dashboards.

Key Traits

• Strong sense of ownership and urgency.

• Excellent coordination and communication skills.

• Tech-savvy with a logical and process-oriented mindset.

• It is a Full Time Back Office / Data Entry job for candidates with 2 - 6 years of experience.

More about this Back Office Coordinator job

1. What is the eligibility criteria to apply for this Back Office Coordinator job?
   Ans: The candidate should be Graduate and above and above with 2 - 6 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹15000 - ₹30000 per month that depends on your interview. It's a Full Time job in Mumbai.
3. How many working days are there for this Back Office Coordinator job?
   Ans: This Back Office Coordinator job will have 6 working days.
4. Are there any charges applicable while applying or joining this Back Office Coordinator job?
   Ans: No, there is no fee applicable for applying this Back Office Coordinator job and during the employment with the company, i.e., PROCYON STAR PRIVATE LIMITED.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Back Office Coordinator role?
   Ans: There is an immediate opening of 2 Back Office Coordinator at PROCYON STAR PRIVATE LIMITED
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Back Office / Data Entry job.
8. What are the timings of this Back Office Coordinator job?
   Ans: This Back Office Coordinator job has 09:30 AM - 06:00 PM timing.