Customer Support Coordinator
On-siteKuala Lumpur, Kuala Lumpur, Malaysia
Kuala Lumpur, Kuala Lumpur, MalaysiaOn-siteFull TimeLarge
Full TimeLarge
Job Summary
Manage inbound calls from contracted customers, providing first-level support via troubleshooting guides and creating service tickets when issues escalate. Schedule Field Service Engineers for ad-hoc tasks and preventative maintenance while tracking tickets to ensure customer SLAs are met. Update the Service Management System with accurate customer details and report workplace incidents in adherence to Health & Safety policies. Collaborate with the Team Lead to improve scheduling processes and job assignment effectiveness.
Required Qualifications
- Experience gained in a customer service environment with an emphasis on total quality
- Demonstrated experience establishing relationships with customers in a service role
- Service call scheduling experience preferred with experience in scheduling multiple resources and programs of work
- Self-confident with a can-do attitude
- The ability to work independently, flexibly, and with a high degree of initiative
- Proven team player, open and honest
- Computer literate and familiar with windows based applications
- Excellent presentation, communication and interpersonal skills
- Well developed planning and organisational skills with a keen attitude to detail
- Good capability to persuade and challenge/question customers and engineers
- Customer focused
- Strong business level of written and spoken English
- Highly organised and adaptable to manage deadlines for delivery
Desired Qualifications
- Service call scheduling experience preferred with experience in scheduling multiple resources and programs of work
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