Senior/ Service Coordinator

JOB SUMMARY

Assist day to day indoor operations including internal / external communications.

RESPONSIBILITIES                                                                                                                                                 

• Attend to customers enquires / complaints through phone / email / fax and ensure that necessary actions are taken and followed through.

• Receive, prepare, and generate quotation / charges for customers, Job Order Processing (JOP).

• Schedule and prioritize service request from customers.

• Liaise and coordinate with field service engineers, sub-contractors, customers, and other related authorities / parties to ensure service are completed within agreed timeline and to customer’s satisfaction.

• Keep and track service history and follow up with customer account to confirm satisfaction.

• Maintain accurate service records, including service reports upon completion, customer feedback, and ensure they are well documented and uploaded to the system.

• Provide regular customer account updates and reports to the Service Manager, Assistant Service Manager or Lead Coordinator.

• Monitor recurring issues, complaints, and propose process improvement to enhance service quality.

• Identify opportunities for additional service offering, follow-up services, regular services, equipment upgrade based on customer needs.

• Ensure high level of customer satisfaction through proactive service planning and communication.

• Support customer audits, inspections and provide supporting document when necessary.

• Prepare service request form / purchase order for vendors / sub-contractors.

• Prepare shipping form for delivery of items.

• Reservations and bookings of air tickets.

• Prepare and draw materials / parts for subcontractor or Technician / Engineer.

• Raise purchase requisition to obtain accessories, installation materials or parts which are required in the project / service jobs. 

• Ensure all work schedule records, filing systems and documentations are kept in order.

• Coordinate and maintain schedules for projects and service works for all the service personnel.

• Handle all Company's equipment warranty claims.

• Perform other ad-hoc duties as assigned by the Manager.

Requirements:

• Knowledge is MS Office

• Possess good communication skills

• Experience in NetSuite is an added advantage

• Minimum GCE 'N' / 'O' / 'A' Level with 3-4 years of related working experience. Or

• Diploma Holder in Business Administration with 1-2 years of related working experience

Working hours:

Mon to Fri, 9am to 6pm or 8am to 5pm

Sat Half Day: 9am to 1pm (Remote, based on roster duties, about 1 time per month)