Job Responsibilities
- Handling incoming calls, handling technician requests, Prepare Quotations for MCSTs, and handling project correspondences.
- Coordinate service appointments and dispatch technicians to client locations as needed.
- Respond promptly to customer inquiries via phone, email, or in-person, providing accurate information and assistance.
- Maintain accurate records of customer interactions, service requests, and resolution activities using our SRM system.
- Collaborate with technicians and other team members to ensure timely resolution of customer issues and concerns.
- Monitor the status of ongoing service appointments and provide regular updates to customers as needed.
- Assist with billing inquiries, invoice processing, and payment collection.
- Identify opportunities for process improvement and contribute to the development of customer service policies and procedures.
- Build and maintain positive relationships with clients, ensuring high levels of satisfaction and retention.
- Stay up-to-date on product knowledge and industry trends to effectively address customer inquiries and concerns.
- Other ad-hoc duties as assigned.
Job Requirements
- At least 2 years (s) working experience in a related field.
- Experience in handling maintenance contracts is preferred and must be computer literate.
- Possess good communication, listening, and interpersonal skills to maintain good rapport with our customers.
- Independent, resourceful with a high degree of initiative, and able to work under pressure.
- Alternate Saturday.
2. SKILLS
Product Knowledge
Microsoft Office
Microsoft Excel
Process Improvement
Interpersonal Skills
Administration
Good Communication Skills
Customer Satisfaction
Team Player
Customer Service
Customer Service Experience
