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