Customer Service Coordinator

KEY RESPONSIBILITIES

Customer Support & Relationship Management

• Serve as the main point of contact for customers regarding project updates, service requests, complaints, and general inquiries.
• Respond promptly and professionally to customer concerns and ensure timely resolution.
• Build and maintain strong relationships with customers to enhance satisfaction and long-term engagement.
• Conduct customer follow-ups after project completion to gather feedback and ensure service quality.

Coordination & Communication

• Coordinate with internal departments such as Sales, Engineering, Procurement, Project Management, and O&M teams to address customer needs and resolve issues efficiently.
• Track and monitor customer requests, ensuring all actions are completed within agreed timelines.
• Facilitate communication between customers and technical teams regarding system performance, maintenance schedules, warranty claims, and troubleshooting matters.
• Support project handover activities and ensure customers receive all necessary documentation and information.

Service Operations & Administration

• Maintain accurate records of customer interactions, complaints, service requests, and resolutions in the CRM or ticketing system.
• Monitor service performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Prepare customer service reports, performance summaries, and customer feedback analysis.
• Assist in developing and improving customer service procedures, workflows, and service standards.

Team Support & Continuous Improvement

• Support and guide junior customer service representatives in handling customer inquiries and escalations.
• Identify recurring customer issues and recommend process improvements to enhance operational efficiency and customer satisfaction.
• Participate in customer experience improvement initiatives and quality assurance activities.

REQUIREMENTS

• Minimum SPM, Diploma, or equivalent qualification.
• Fresh graduates are encouraged to apply.
• Good communication skills in Bahasa Malaysia and English.
• Mandarin and/or Cantonese is an added advantage.
• Basic proficiency in Microsoft Office (Word, Excel, Outlook).
• Strong customer service and interpersonal skills.
• Good organizational and time-management abilities.
• Able to multitask and work well under pressure.
• Positive attitude, willing to learn, and a team player.
• Attention to detail and problem-solving skills.
• Experience in customer service, administration, or the solar/engineering industry is an added advantage.