Customer Service Executive
Job Summary
The Customer Service Executive handles customer enquiries and complaints while scheduling and coordinating service requests. They work closely with field service engineers and subcontractors to ensure timely and satisfactory service delivery. Additionally, the role involves preparing quotations, maintaining service records, and supporting administrative tasks.
Responsibilities
- Handle customer enquiries and complaints
- Schedule and coordinate service requests
- Prepare quotations and service documentation
- Coordinate with field service engineers and subcontractors
Required Skills
- Diploma in Business Administration or related fields
- Minimum 2 years of experience in customer service, service coordination, or sales support
- Excellent communication and presentation skills
Job Details
Job Description:
- Handle customer enquiries and complaints via phone, email, and fax, ensuring timely follow-up and resolution.
- Prepare and issue quotations, service charges, and process Job Orders (JOP).
- Schedule, coordinate, and prioritize customer service requests.
- Coordinate with field service engineers, subcontractors, customers, and relevant authorities to ensure services are completed within the agreed timeline and meet customer expectations.
- Maintain service history records and follow up with customers to ensure their satisfaction.
- Maintain accurate and up-to-date service documentation, including service reports and customer feedback, and ensure all records are properly uploaded into the system.
- Provide regular updates and reports on customer accounts and service activities to the Service Manager, Assistant Service Manager, or Lead Coordinator.
- Monitor recurring service issues and customer complaints, and recommend process improvements to enhance service quality.
- Identify opportunities for additional services, follow-up maintenance, regular servicing, and equipment upgrades based on customer requirements.
- Ensure a high level of customer satisfaction through proactive service planning, coordination, and communication.
- Assist with customer audits and inspections by providing the necessary supporting documents and records.
- Prepare service request forms and purchase orders for vendors and subcontractors.
- Prepare shipping and delivery documentation for equipment, materials, and parts.
- Arrange flight reservations and travel bookings when required.
- Prepare and issue materials and spare parts to subcontractors, technicians, and service engineers.
- Raise purchase requisitions for accessories, installation materials, spare parts, and other items required for service or project work.
- Maintain proper filing systems, work schedules, records, and service-related documentation.
- Coordinate and maintain schedules for projects and service activities for all service personnel.
Requirements:
- Diploma in Business Administration or any related fields.
- Minimum 2 years of experience in customer service/ service coordinator/ sales support.
- Excellent communication and presentation skills