Job Title: Customer Support Coordinator
About the position
As a Customer Support Coordinator, you will:
- Answer, identify and prioritise (Triage), incoming support requests according to the Service Level the Customer is entitled to and the urgency of the request
- Schedule and arrange Field Support Attendances and ensure availability of appropriate resources (human resources, tools & equipment, spare parts)
- Provide service quotation to Customers based upon the job requirements.
- Prepare Field Support Engineers(T4) and Service Partner for the job.
- Monitor service progress from initiation to completion and update status in Customer Support information system following related processes. e.g. book spare parts taken out of warehouse in ERP.
- Verify completion of service support delivered.
- Invoice Customers as per initial quotation and based on service outcome
- Promote After Sales business (Service Agreements, Spare Parts etc.) in close cooperation with the After Sales Team.
- Maintain competent understanding of actual and new company’s products, their functions, and alternatives.
- Review the Quality Management System requirements and ensure operations is in compliance.
To be successful in this role, we expect you to have/be:
- Commercial vocational diploma with corresponding professional experience
(The position is suitable for a recently graduated candidate or a person with one- or two-years’ experience) - Able to work independently.
- Effective time management skills
- Continuous Improvement Mindset
- Fluent in English & Chinese. This role requires liaising with the clients, local agents speaking in English and Chinese.
Contact & next steps
Please submit your application before the deadline through our Careers portal. Applications through email will not be considered. After submitting your application you’ll receive a confirmation email.
In case of any questions, reach out to (only for questions from direct job applicants, applications through email will not be recorded or responded to):
Hyun Joo Kim
Talent Acquisition Partner
Email: [email protected]
