Coordinator – Assistance Operations

About the company

IGS (Integral Group Solutions) focuses on delivering assistance services to communities through affinity partnerships. The organization operates globally and builds programs designed around value-added services.

Role overview

This role is for a fresh candidate to coordinate assistance operations, manage customer cases end to end, and work closely with vendors and internal teams to ensure smooth service delivery.

Key responsibilities

• Manage inbound and outbound customer conversations with professionalism and empathy.
• Capture customer needs accurately and register assistance requests correctly.
• Check eligibility, then clearly explain service coverage, timelines, and the overall process.
• Keep customers informed with timely updates and support a positive experience through the full service journey.
• Own assigned cases from start to successful closure.
• Log, update, and track assistance cases in the CRM system.
• Maintain precise records of interactions with customers, vendors, and service partners.
• Work in line with SLAs, turnaround times, and operating procedures.
• Coordinate with logistics partners, vendors, and service providers.
• Arrange service visits, pickups, deliveries, and appointments as needed.
• Monitor progress and follow up proactively to keep work moving on time.
• Escalate delays and operational issues to the right stakeholders promptly.
• Follow SOPs, quality expectations, and compliance requirements consistently.
• Protect customer confidentiality and ensure documentation remains accurate.
• Support process improvement efforts and help strengthen operational efficiency.
• Work collaboratively with internal teams to deliver seamless customer support.

Additional requirements

• Excellent spoken and written communication in Hindi, English, and Marathi.
• Knowledge of additional languages will be an advantage.
• Strong customer service mindset with empathy.
• Comfort handling multiple cases at the same time.
• Good problem-solving and decision-making ability.
• Experience coordinating with vendors and logistics partners.
• Comfort using CRM or ticketing platforms.
• Ability to perform well in a 24x7 operational environment and under pressure.
• Reliable team player with strong accountability and ownership.

Perks

• Free snacks and beverages.

Eligibility

Applications are open only to candidates based in Navi Mumbai.

Salary and work details

The compensation offered is INR 3,60,000 to 4,20,000 per year. No prior experience is required. The role is full-time and onsite, and the expected start is immediate. The application deadline is 2026-08-06 23:59:59.