Customer Service Coordinator job at Strategic Engagement Limited

Responsibilities or duties

The Customer Service Coordinator receives, manages, and resolves customer service requests across multiple business segments including Fuels & Bitumen (F&B), Lubricants, Retail, LPG, Aviation, and Chemicals. The role handles product orders, follows up on delivery and service queries, manages complaints, and ensures timely resolution of issues through coordination with both internal teams and external service providers. The position upholds CSC service levels, maintains accurate system records, and contributes to customer satisfaction and operational efficiency

Qualifications or requirements (e.g., education, skills)

• High customer satisfaction levels and minimal service escalations.
• Bachelor’s degree in business, Customer Service, Communication, or a related field.
• Fluency and proficiency in relevant working languages.
• Excellent communication and interpersonal skills.
• Strong customer service orientation and professionalism.
• Problem-solving and decision-making capability.
• Ability to manage own performance and meet set service standards.
• Teamwork, collaboration, and ability to work under pressure.
• High attention to detail and accurate record-keeping

Experience needed

• Minimum 1–2 years experience in customer service, call centre operations, order management, or administrative support.
• Telephonic customer service experience is strongly preferred.
• Experience working with multiple service providers or coordinating cross-functional teams is an added advantage.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Working Environment

Office-based service role with high volumes of customer interactions. Requires consistent adherence to CSC service standards, multitasking under fluctuating workloads, and coordination with multiple internal and external stakeholders.

Performance Metrics

• Achievement of CSC KPI targets (order accuracy, call handling, resolution times).
• Customer satisfaction and reduction of service complaints.
• Accuracy and completeness of system entries.
• Delivery of solutions within agreed service levels.
• Effective collaboration with service providers and internal teams.

• Provide frontline customer support by receiving inbound calls and walk-in customer requests, identifying needs, and ensuring all service commitments are met within agreed CSC service levels.
• Process customer product orders across all product lines, validate order requirements, and track order progress to ensure accuracy and timely fulfillment.
• Resolve customer complaints by coordinating with depots, transporters, field force teams, HSE focal points, and external service providers to deliver complete and timely solutions.
• Maintain accurate and up-to-date records in the Customer Service Management (CSM) system by logging all inbound and outbound interactions, action points, escalations, and follow-up tasks.
• Support service improvements by monitoring own performance against CSC KPIs and proactively addressing service bottlenecks or repeat issues.

• Excellent communication and interpersonal skills.
• Strong customer service orientation and professionalism.
• Problem-solving and decision-making capability.
• Ability to manage own performance and meet set service standards.
• Teamwork, collaboration, and ability to work under pressure.
• High attention to detail and accurate record-keeping

• High customer satisfaction levels and minimal service escalations.
• Bachelor’s degree in business, Customer Service, Communication, or a related field.
• Fluency and proficiency in relevant working languages.