Service Advisor

Key Responsibilities

• Handle customer enquiries through multiple channels, including the Call Center, direct calls, and LINE Chat, and provide initial technical advice to support problem resolution.
• Identify customer needs and recommend suitable service solutions.
• Plan and schedule assignments for service technicians based on location, capability, priority, and workload.
• Coordinate, confirm, and reschedule customer appointments as required.
• Brief technicians before site visits so they are prepared with relevant product information, spare parts, case details, and customer expectations.
• Coordinate with the spare parts team to ensure parts are available before service visits.
• Prioritise urgent cases and follow up on outstanding work.
• Track each case through completion, close jobs in the system, and follow up on customer payments when required.
• Prepare service reports and data summaries to support service operations and management decisions.
• Perform other duties assigned by the Manager Service Solution.