JOB PURPOSE

Support day-to-day indoor service operations, including internal and external communications, customer coordination, scheduling, documentation, and administrative support.

RESPONSIBILITIES

• Handle customer enquiries and complaints via phone, email, and other communication channels, ensuring timely action and follow-up.
• Prepare and issue quotations, service charges, and Job Order Processing (JOP) documentation.
• Schedule and prioritize customer service requests according to urgency and agreed timelines.
• Coordinate with field service engineers, subcontractors, customers, and relevant authorities to ensure services are completed efficiently and within agreed timelines.
• Maintain service history and follow up with customers to confirm service completion and satisfaction.
• Maintain accurate service records, including service reports, customer feedback, and supporting documentation, ensuring all records are properly uploaded and maintained in the system.
• Provide regular customer account updates and service reports to the Service Manager, Assistant Service Manager, or Lead Coordinator.
• Monitor recurring service issues and customer complaints and recommend improvements to enhance service quality.
• Identify opportunities for additional services, follow-up work, preventive maintenance, and equipment upgrades based on customer requirements.
• Maintain a high level of customer satisfaction through proactive planning, coordination, and communication.
• Support customer audits and inspections and provide required documentation when necessary.
• Prepare service request forms and purchase orders for vendors and subcontractors.
• Prepare shipping and delivery documentation for equipment, materials, and parts.
• Arrange air ticket reservations and other travel bookings for service personnel when required.
• Prepare and issue materials or spare parts to subcontractors, technicians, and engineers.
• Raise purchase requisitions for accessories, installation materials, spare parts, and other items required for service or project work.
• Maintain organized work schedules, filing systems, service records, and related documentation.
• Coordinate and maintain schedules for service personnel, projects, and field service activities.
• Manage equipment warranty claims and coordinate with relevant parties for resolution.
• Perform other related duties and ad-hoc assignments as directed by the Manager.

KNOWLEDGE / SKILLS

• Proficient in Microsoft Office applications.
• Strong written and verbal communication skills.
• Experience with NetSuite or similar ERP/service management systems is an advantage.

EDUCATION / EXPERIENCE

• GCE ‘N’, ‘O’, or ‘A’ Level with 3–4 years of relevant working experience; or
• Diploma in Business Administration or a related field with 1–2 years of relevant working experience.