Coordinator – Assistance Operations

About the Role

As a Coordinator – Assistance Operations at IGS (Integral Group Solutions) in Navi Mumbai, you will play a vital role in delivering exceptional customer service and ensuring seamless operations.

Responsibilities

Key responsibilities include:

• Handling inbound and outbound customer interactions professionally and empathetically.
• Understanding customer requirements and accurately registering assistance requests.
• Verifying customer eligibility and explaining service processes, timelines, and coverage.
• Providing regular updates and ensuring a positive customer experience throughout the service lifecycle.
• Taking complete ownership of assigned cases until successful closure.
• Creating, updating, and managing assistance cases in the CRM system.
• Maintaining accurate records of all customer and vendor interactions.
• Ensuring compliance with defined SLAs, TATs, and operational procedures.
• Coordinating with logistics partners, service providers, and other vendors.
• Scheduling service visits, pickups, deliveries, and appointments, etc.
• Tracking service progress and proactively following up to ensure timely completion.
• Escalating delays or operational issues to the appropriate stakeholders.
• Adhering to Standard Operating Procedures (SOPs), quality standards, and compliance requirements.
• Maintaining confidentiality of customer information and ensuring accurate documentation.
• Supporting process improvements and contributing to operational efficiency.
• Collaborating effectively with internal teams to deliver seamless customer service.

What You'll Need

To succeed in this role, you will need:

• Effective communication and interpersonal skills.
• Ability to work in a fast-paced environment and manage multiple tasks.
• Strong time management and organizational skills.
• Client relationship management (CRM) skills.
• Conflict management and resolution skills.

Resume Tip

Highlight your experience in customer service, operations, and coordination. Emphasize your ability to work in a team environment and your commitment to delivering exceptional customer service.