Responsibilities:
- Manage coverage of telephone and email service support to customers to provide technical support in a timely and effective manner for all products
- Investigate customer complaints at 1st level. Advise and guide customers with solutions. If the problem cannot be resolved over the phone or email, schedule a technician and fix a service appointment.
- Escalate appropriate customer’s complaints or queries to relevant departments or management
- Plan and liaise with Technicians on servicing scheduling and day-to-day matters
- Maintain high levels of customer engagement focusing on customer satisfaction and loyalty.
- Prepare Product Warranty Letter and liaise with warranty-related issues.
- Assist in establishing, tracking and monitoring service reports, customer satisfaction standards, and other performance metrics.
- Prepare purchase requests and tracking of spare parts purchases.
- Any ad-hoc duties as prescribed by HOD or Management
Requirements:
- Minimum ITE/Diploma in the Business field
- At least 1 year of experience in a similar capacity is preferred but not necessary
- Applicants with no prior experience but possess a strong willingness to learn may be considered for this role
- Working knowledge of customer service principles, processes and standards
- Prior experience in SAP would be advantageous but not a must
- Good communication and problem-solving skills, with good organization ability
- Must be able to multitask in a fast-moving environment.
