POSITION: CUSTOMER SERVICE COORDINATOR
REPORTING TO: SERVICE MANAGER
Job Duties/Responsibilities:
1. Handling incoming calls, handling technician requests, Prepare Quotations for MCSTs, and handling project correspondences.
2. Coordinate service appointments and dispatch technicians to client locations as needed.
3. Respond promptly to customer inquiries via phone, email, or in-person, providing accurate information and assistance.
4. Maintain accurate records of customer interactions, service requests, and resolution activities using our SRM system.
5. Collaborate with technicians and other team members to ensure timely resolution of customer issues and concerns.
6. Monitor the status of ongoing service appointments and provide regular updates to customers as needed.
7. Assist with billing inquiries, invoice processing, and payment collection.
8. Identify opportunities for process improvement and contribute to the development of customer service policies and procedures.
9. Build and maintain positive relationships with clients, ensuring high levels of satisfaction and retention.
10. Stay up-to-date on product knowledge and industry trends to effectively address customer inquiries and concerns.
11. Other ad-hoc duties as assigned.
Required Skills/Abilities (include Education, Working Experience, skill and
so on):
§ 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.
