The posting
Service Coordinator
Do you want to be part of creating a safer world? Without thinking about it, you meet us in your everyday life – at home, in transit, and at work. We are at the airport, where you commute, where you work, play and shop. Diverse in our offering, our customer outreach and in our mindset, Gunnebo Entrance Control is leading the transformation of the security business through digitalisation and connectivity for the continuous developments of smart entrance control.
If you are passionate about being part of an exciting transformation journey working with a global, multi-cultural and highly motivated organisation, this is the opportunity for you. Gunnebo Entrance Control is small enough to see your ideas come to fruition, and big enough to realise your career goals.
Role Overview
Our India, Gurgaon office is looking for a Customer Service Coordinator to join the team. Our Customer Service team seeks to provide first-class service to our clients, and this role is integral to fulfilling that promise! As a Customer Service Coordinator, you will play a crucial role in supporting the service department's overall function by providing world-class service to our clients every day.
Responsibilities
- Deliver exceptional customer service by addressing and resolving customer inquiries and concerns promptly and efficiently via email and telephone.
- Develop strong knowledge of the company’s products and services to provide accurate guidance, technical information, and effective customer support.
- Manage customer accounts, build strong relationships, and maintain a high level of customer satisfaction and retention.
- Monitor customer feedback and satisfaction metrics, identify recurring issues, and provide actionable insights to support business decision-making and service improvements.
- Support colleagues in handling complex or difficult customer situations and ensure a consistent, customer-focused experience.
- Coordinate with Service Engineers and customers to schedule engineer workloads, process parts requests, and manage service requirements efficiently.
- Coordinate staff vetting requirements with customers and Service Engineers and maintain accurate documentation on customer portals.
- Prepare customer invoices, follow up on outstanding payments, and ensure timely and accurate financial administration.
- Identify and capitalize on service opportunities by explaining the benefits of additional products, services, and service contracts to customers.
- Support customers transitioning from product warranty periods to regular operations by introducing relevant service offerings and demonstrating their value.
- Identify upselling and cross-selling opportunities with non-contracted and existing customers, helping drive service revenue and business growth.
- Ensure all service opportunities are systematically followed up and converted where appropriate.
- Support timely service contract renewals, contributing to customer retention, recurring revenue, and long-term customer relationships.
- Meet individual and team qualitative and quantitative targets while maintaining high standards of customer service and operational efficiency.
- Perform other reasonable duties aligned with the role, skills, and experience as required by the company.
Requirements
- Previous experience in a customer-facing role within a fast-paced environment; hospitality and retail experience is highly valued.
- Prior experience working with key accounts and proven experience within sales.
- A growth mindset with a solutions-oriented approach.
- Excellent listening, communication, relationship management, and interpersonal skills, with the ability to build rapport quickly.
- A team-oriented approach with excellent multitasking and attention to detail.
- Ability to remain calm under pressure and demonstrate strong problem-solving skills.
- Excellent Microsoft Office skills and experience working with ERP systems.
- An interest in security and technology.
- A proven track record of exceeding targets and delivering exceptional customer service.
- Flexibility to adapt to changing priorities and business requirements.
- A strong focus on excellence in execution, with a commitment to delivering high-quality results.
About us
The Gunnebo Group is a global leader in security, offering innovative products and services to protect and control the flow of people, and to safely secure valuables. Through our businesses and customers in retail, public transport, public and commercial buildings, industrial and high-risk sites and banking, we operate worldwide through our 3,400 employees, 25 country locations and 10 production facilities. Serving customers in over 100 markets, together we create a safer world.
Gunnebo Entrance Control specialises in entrance control solutions that enable our customers with increased efficiency, safety and end-user experience. Our wide range of products are designed to create a safe environment without restricting freedom of movement, whether it is to enter the lobby of a company, a supermarket, an entertainment area, an industrial area or public transport. We shape the future of people flow management.
Diversity Statement
Gunnebo Entrance Control is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our products so unique. We welcome applications from all backgrounds and employment decisions are made without regards to race, colour, religion, origin, sexual orientation, gender identity or expression, age, disability, or any other dimension of diversity.
