CUSTOMER SUPPORT OFFICER

CUSTOMER SUPPORT OFFICER

Job Summary

Responsible for handling customer inquiries and concerns through voice and non-voice channels. The role focuses on customer assistance, product and repair concerns, service coordination, quotation preparation, and sales-related support. Coordinates with internal teams and service personnel to ensure customer concerns and requests are properly addressed and resolved.

Key Responsibilities

• Handle customer inquiries and concerns through voice and non-voice channels, including phone calls, email, chat, and other communication platforms.
• Assist customers with product inquiries, service requests, repair concerns, and warranty-related matters.
• Coordinate repair requests and service schedules with technicians, service centers, and concerned departments.
• Monitor repair status and provide timely updates to customers.
• Prepare and process quotations, repair estimates, and service-related documents.
• Explain quotations, pricing, repair costs, and service requirements to customers.
• Coordinate with customers regarding quotation approval, repair status, and completion of service requests.
• Assist with sales inquiries, product information, and customer requirements.
• Coordinate with Sales, Service, Parts, and other departments to ensure proper processing of customer requests.
• Handle escalated customer concerns and coordinate appropriate solutions with concerned teams.
• Maintain accurate records of customer inquiries, repairs, quotations, and transactions.
• Process and update customer and transaction information using SAP or other ERP systems.
• Prepare reports related to customer concerns, repairs, quotations, and other transactions.
• Monitor pending concerns and ensure proper follow-up until resolution.
• Perform other related duties as assigned.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Management, or a related field.
• With experience in customer service, customer support, service coordination, or sales support.
• Experience handling both voice and non-voice customer interactions.
• Experience in repair coordination, service requests, warranty concerns, or technical customer support is preferred.
• Experience in preparing and handling quotations, estimates, and service-related transactions.
• With exposure to sales or product-related customer assistance is an advantage.
• Experience using SAP or other ERP systems is preferred.
• Good communication and customer-handling skills.
• Strong coordination, follow-up, and problem-solving skills.
• Organized and detail-oriented, with the ability to handle multiple customer concerns and transactions.
• Proficient in Microsoft Office and other relevant business systems.