Customer Service Executive (Service Coordinator)

Responsibilities:

• Handle customer enquiries and complaints via phone, email, and fax, ensuring timely follow-up and resolution.
• Prepare and issue quotations, service charges, and process Job Orders (JOP).
• Schedule, coordinate, and prioritize customer service requests.
• Coordinate with field service engineers, subcontractors, customers, and relevant authorities to ensure services are completed within the agreed timeline and meet customer expectations.
• Maintain service history records and follow up with customers to ensure their satisfaction.
• Maintain accurate and up-to-date service documentation, including service reports and customer feedback, and ensure all records are properly uploaded into the system.
• Provide regular updates and reports on customer accounts and service activities to the Service Manager, Assistant Service Manager, or Lead Coordinator.
• Monitor recurring service issues and customer complaints, and recommend process improvements to enhance service quality.
• Identify opportunities for additional services, follow-up maintenance, regular servicing, and equipment upgrades based on customer requirements.
• Ensure a high level of customer satisfaction through proactive service planning, coordination, and communication.
• Assist with customer audits and inspections by providing the necessary supporting documents and records.
• Prepare service request forms and purchase orders for vendors and subcontractors.
• Prepare shipping and delivery documentation for equipment, materials, and parts.
• Arrange flight reservations and travel bookings when required.
• Prepare and issue materials and spare parts to subcontractors, technicians, and service engineers.
• Raise purchase requisitions for accessories, installation materials, spare parts, and other items required for service or project work.
• Maintain proper filing systems, work schedules, records, and service-related documentation.
• Coordinate and maintain schedules for projects and service activities for all service personnel.

Requirements:

• Diploma in Business Administration or any related fields.
• Minimum 2 years of experience in customer service/ service coordinator/ sales support.
• Excellent communication and presentation skills

Interested applicants for the above advertised position(s), please kindly email an updated copy of your resume to: [email protected]

EA License No.: 13C6305

Registration No.: R23117856 CHOE KIN MUN

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