Service Center Operations Coordinator

As a Service Center Operations Coordinator, you will be responsible for coordinating the end-to-end service and repair process for B2B, B2C, and D2D customers. You will serve as a key point of contact between reoccurring clients, end customers, technicians, logistics, and internal teams, ensuring that each stage of the repair journey is handled smoothly, accurately, and in a timely manner, while maintaining a high standard of service and customer satisfaction.

This role is focused on order coordination, customer communication, quotation management, and operational follow-up, ensuring a smooth service experience from order quoting through completion and delivery.

Your daily activities include:

• Greet and assist customers professionally via phone and other assigned communication channels.
• Perform preliminary device verification and record device condition and reported symptoms accurately.
• Communicate device symptoms, repair findings, and service status clearly to customers.
• Prepare and communicate repair quotations, obtain necessary customer confirmation, and issue invoices according to company procedures.
• Coordinate with technicians and relevant internal teams throughout the repair process.
• Prepare repaired devices for return, including conducting a final device check after repair, packing, documentation, and coordinating logistics requests.
• Provide professional and consistent service to B2B, B2C, and D2D customers, ensuring a positive customer experience throughout the service journey.
• Complete required paperwork and accurately input/update customer, device, repair, and service information in the system.

What we are looking for:

• Direct experience in customer service or call center roles.
• Good communication skills, with the ability to clearly explain service information to customers.
• Detail-oriented and able to maintain a high level of accuracy in documentation and system records.
• Well-organized and capable of coordinating multiple tasks across customers, technicians, and internal teams.
• Responsible, service-minded, and committed to delivering a smooth customer experience, with a positive attitude and the ability to handle unexpected situations effectively.
• Familiar with spreadsheet applications (e.g. GoogleSheets) and comfortable working with computer-based systems.