Service Coordinator KRA/KPI

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Job Description: Service Coordinator

A Service Coordinator is responsible for coordinating and managing service activities, ensuring timely delivery and customer satisfaction. This role requires strong organizational skills, attention to detail, and excellent communication abilities.

Key Responsibility Areas (KRA) & Key Performance Indicators (KPI)

1. Service Scheduling and Coordination

KRA: Responsible for scheduling service appointments and coordinating service activities efficiently.

Short Description: Ensure timely service scheduling and coordination.

• Response Time for Service Requests
• Service Completion Rate
• Customer Satisfaction Score
• Service Efficiency Metrics

2. Customer Relationship Management

KRA: Build and maintain strong relationships with customers to enhance service experience and loyalty.

Short Description: Foster positive customer relationships.

• Customer Retention Rate
• Net Promoter Score (NPS)
• Resolution Time for Customer Issues
• Feedback and Reviews Rating

3. Service Quality Assurance

KRA: Ensure service quality meets company standards and customer expectations.

Short Description: Maintain high service quality standards.

• Quality Inspection Results
• Service Compliance Metrics
• Service Error Rate
• Service Improvement Initiatives Implemented

Real-Time Example of KRA & KPI

Customer Satisfaction Improvement Initiative

KRA: Implement a customer feedback system to improve service quality based on customer input.

• KPI 1: Increase in Customer Satisfaction Score by 10%
• KPI 2: Decrease in Service Error Rate by 15%
• KPI 3: Average Resolution Time for Customer Issues reduced to 24 hours
• KPI 4: Positive feedback received from at least 90% of customers

By implementing these KPIs, the Service Coordinator can track improvements in customer satisfaction, service quality, and overall performance.

Key Takeaways

• KRA defines what needs to be done, whereas KPI measures how well it is done.
• KPIs should always be SMART (Specific, Measurable, Achievable, Relevant, Time-bound).
• Regular tracking and adjustments ensure success in the Service Coordinator role.

Ensure clear, concise, and measurable KPIs are set for each Key Responsibility Area to drive performance and success in the Service Coordinator position.

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