Service Coordinator

Koche International Private Limited · Bengaluru, India

Location: Bengaluru, Karnataka

Company: Köche International Pvt. Ltd.

Department: After Sales, Customer Service / Operations

Employment Type: Full-Time

About Köche

Köche is a premium kitchen appliance brand redefining modern Indian kitchens through innovation and thoughtful engineering. Our product range includes chimneys, hobs, cooktops, and water heaters, with a strong focus on delivering exceptional customer experiences across India.

Role Overview

We are looking for a proactive and organized Service Coordinator to manage day-to-day service operations, coordinate with customers and service partners, and ensure timely closure of service requests. The ideal candidate should have strong communication skills, attention to detail, and the ability to manage multiple service cases simultaneously.

Key Responsibilities

• Coordinate installation, warranty, and service requests across India.
• Assign service tickets to Authorized Service Centers (ASCs) and field technicians.
• Follow up with technicians and customers to ensure timely service completion.
• Maintain accurate records of service requests, closures, and escalations.
• Handle customer calls, complaints, and service-related queries professionally.
• Coordinate spare part requirements with the warehouse and service team.
• Track service TAT (Turnaround Time) and ensure SLA compliance.
• Escalate unresolved cases to the Service Manager when required.
• Prepare daily, weekly, and monthly service reports.
• Work closely with sales, warehouse, logistics, and customer support teams to ensure a seamless after-sales experience.

Requirements

• Relevant experience in service coordination, customer support, or operations.
• Experience in consumer durables, appliances, electronics, or home appliances is preferred.
• Excellent communication skills in English and Hindi. Additional regional languages are an advantage.
• Good knowledge of Microsoft Excel, Google Sheets, and CRM/ERP software.
• Strong organizational and multitasking abilities.
• Customer-first attitude with excellent problem-solving skills.

Preferred Qualifications

• Graduate in any discipline.
• Prior experience coordinating with field technicians or service centers.
• Ability to work in a fast-paced environment.

What We Offer

• Career growth opportunities in a rapidly expanding consumer brand
• Collaborative and dynamic work environment
• Opportunity to build and improve customer experience at a national scale
• Location: Bengaluru (Work from Office)