CUSTOMER SERVICE SUPPORT CLERK

Key Responsibilities:

1. Attend to incoming calls through the Company's elevator/escalator Hotline from customers, building management, tenants and the public.
2. Receive and accurately record elevator/escalator breakdown, entrapment and service-related calls.
3. Obtain essential information from callers, including building location, elevator/escalator number, nature of breakdown, number of persons trapped and contact details.
4. For passenger entrapment or emergency cases, immediately alert and coordinate with the relevant Service Branch / supervisor / Technician for urgent assistance.
5. Dispatch or coordinate with the relevant technician/service team to attend to breakdown calls according to the required response time.
6. Provide clear and appropriate instructions to callers while waiting for the technician to arrive, where applicable.
7. Monitor the progress of reported breakdowns and follow up with the relevant technician or Service Branch until the case is attended to and properly closed.
8. Maintain accurate and up-to-date records of all hotline calls, breakdown reports, entrapment cases, complaints and actions taken.
9. Ensure all hotline calls are handled professionally, courteously and promptly, particularly during emergency situations.
10. Provide customers with appropriate updates regarding the status of their service or breakdown request.
11. Prepare daily/monthly reports on hotline calls, breakdowns, entrapment cases, response time and outstanding cases when required.
12. Identify recurring issues or customer complaints and highlight them to the relevant department for further investigation and improvement.
13. Perform any other duties and responsibilities assigned by the immediate superior from time to time.