Aftersales Support Coordinator

About the role

The Aftersales Support Coordinator will provide dedicated coordination and administrative support for customers after the sale and delivery of units, equipment, parts, and related products. The role will serve as a bridge between customers, Sales Executives, and the Service Team, ensuring that customer concerns, service requests, warranty requirements, parts needs, and other aftersales matters are properly received, coordinated, monitored, and followed through until completion.

Key responsibilities

• Receive and document customer concerns, inquiries, requests, and service-related issues after the sale and delivery
• Act as an initial point of coordination for customers requiring aftersales assistance
• Coordinate customer service requests with the Service Team and assist in scheduling service visits, inspections, repairs, and preventive maintenance
• Serve as the communication bridge between Customers, Sales Executives, and the Service Team
• Maintain an updated monitoring list of open customer concerns and service requests, tracking each from initial receipt through resolution and closure
• Assist in coordinating warranty-related customer concerns and gather necessary documents and information required for warranty evaluation
• Coordinate with the Service and Warehouse/Parts Team regarding parts required for customer service concerns
• Maintain accurate records of customer concerns, service requests, warranty cases, and aftersales activities, and prepare regular reports
• Monitor unresolved customer concerns and escalate concerns that are delayed, repeatedly unresolved, or require management intervention
• Contact customers after service completion to confirm that the reported concern has been addressed and gather customer feedback

About you

• Graduate of Business Administration, Marketing, Operations Management, Customer Service, Logistics, or any related course
• At least 1 year of experience in customer service, sales coordination, aftersales, service coordination, logistics, or a related role is preferred
• Fresh graduates with strong communication, organizational, and coordination skills may be considered
• Experience in dealing directly with customers is an advantage
• Experience in the automotive, equipment, machinery, technical products, or service industry is an advantage
• Proficient in Microsoft Office / Google Workspace, particularly Excel or Google Sheets
• Familiarity with CRM, ERP, inventory, or service management systems is an advantage
• Willing to learn basic product and technical information to better understand customer concerns