Senior Service Coordinator
3000 - 4500 SGDFull-time
Direct Search Asia
- Attend to customers enquires / complaints through phone / email / fax and ensure that necessary actions are taken and followed through.
- Receive, prepare, and generate quotation / charges for customers, Job Order Processing (JOP).
- Schedule and prioritize service request from customers.
- Liaise and coordinate with field service engineers, sub-contractors, customers, and other related authorities / parties to ensure service are completed within agreed timeline and to customer’s satisfaction.
- Keep and track service history and follow up with customer account to confirm satisfaction.
- Maintain accurate service records, including service reports upon completion, customer feedback, and ensure they are well documented and uploaded to the system.
- Provide regular customer account updates and reports to the Service Manager, Assistant Service Manager or Lead Coordinator.
- Monitor recurring issues, complaints, and propose process improvement to enhance service quality.
- Identify opportunities for additional service offering, follow-up services, regular services, equipment upgrade based on customer needs.
- Ensure high level of customer satisfaction through proactive service planning and communication.
- Support customer audits, inspections and provide supporting document when necessary.
- Prepare service request form / purchase order for vendors / sub-contractors.
- Prepare shipping form for delivery of items.
- Reservations and bookings of air tickets.
- Prepare and draw materials / parts for subcontractor or Technician / Engineer.
- Raise purchase requisition to obtain accessories, installation materials or parts which are required in the project / service jobs.
- Ensure all work schedule records, filing systems and documentations are kept in order.
- Coordinate and maintain schedules for projects and service works for all the service personnel.
- Handle all equipment warranty claims.
- Perform other ad-hoc duties as assigned by the Manager.
Vacancy posted 4 days ago
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