Customer Service Coordinator

PURICARE LIFESTYLE PTE. LTD.; Hong Kong; On-site; HKD 240,000 - 320,000; Full time

Job summary

Puricare Pte Ltd in Hong Kong is seeking a Service Coordinator to manage daily technician schedules, respond to client requests, and coordinate repairs and installations. You will liaise with engineers to diagnose issues and keep customers informed with clear, proactive communication.

The role emphasizes fast learning, strong organization, and a customer-first mindset to ensure timely service delivery and high satisfaction across offices, factories, and residences.

Qualifications

• Diploma, NITEC, Higher NITEC or equivalent preferred.
• Experience in customer service, service coordination, technical support, or administration advantageous.
• Proficiency in bilingual software for documentation purposes.
• Strong organizational and time-management skills to manage multiple service jobs and priorities.
• Effective communication skills with a strong customer-service mindset.
• Ability to understand technical problems and communicate them clearly to technicians and customers.
• Fast learner, proactive, and able to work effectively in a fast-paced environment.
• Independent, responsible, hardworking, and attentive to detail.

Responsibilities

• Coordinate daily service schedules for technician assignments to optimize resource allocation and service efficiency.
• Receive and respond promptly to customer service requests, enquiries, and complaints to maintain high customer satisfaction.
• Arrange and confirm repair, servicing, maintenance, and installation appointments with customers.
• Assess reported equipment faults to determine appropriate service actions in collaboration with engineers.
• Coordinate technicians for on-site repairs and servicing at customer premises to ensure timely job completion.
• Monitor job progress and follow up with technicians to resolve delays and ensure service deadlines are met.
• Handle urgent service requests by adjusting schedules to maintain operational continuity.
• Prepare accurate quotations for repair, servicing, parts replacement, and other service works to support sales and service processes.
• Follow up on quotations and outstanding customer requests to close service loops effectively.
• Maintain and update all service-related documentation and records of customer complaints, service calls, repairs, and follow-ups.
• Collaborate closely with engineers to resolve technical problems and communicate solutions clearly to customers and technicians.
• Provide professional customer support to build and maintain positive customer relationships.
• Assist with general service centre administration and daily operational tasks to support smooth service delivery.
• Perform other duties related to customer service and service operations as required to meet business needs.

Skills

Customer service

Service coordination

Technical support

Administration

Time management

Communication

Fast learner

Education

Diploma/NITEC or equivalent

Tools

Bilingual documentation tools

Job description

Company Overview

Puricare Pte Ltd, established in 2007, pioneers in water dispenser distribution and supply for offices, factories, schools, hospitals, and residences. We support projects and contracts with a skilled technical team for repair, service, and maintenance.

Responsibilities

• Coordinate daily service schedules for technician assignments to optimize resource allocation and service efficiency
• Receive and respond promptly to customer service requests, enquiries, and complaints to maintain high customer satisfaction
• Arrange and confirm repair, servicing, maintenance, and installation appointments with customers
• Assess reported equipment faults to determine appropriate service actions in collaboration with engineers
• Coordinate technicians for on-site repairs and servicing at customer premises to ensure timely job completion
• Monitor job progress and follow up with technicians to resolve delays and ensure service deadlines are met
• Handle urgent service requests by adjusting schedules to maintain operational continuity
• Prepare accurate quotations for repair, servicing, parts replacement, and other service works to support sales and service processes
• Follow up on quotations and outstanding customer requests to close service loops effectively
• Maintain and update all service-related documentation and records of customer complaints, service calls, repairs, and follow-ups
• Collaborate closely with engineers to resolve technical problems and communicate solutions clearly to customers and technicians
• Provide professional customer support to build and maintain positive customer relationships
• Assist with general service centre administration and daily operational tasks to support smooth service delivery
• Perform other duties related to customer service and service operations as required to meet business needs

Preferred competencies and qualifications

• Diploma, NITEC, Higher NITEC, or relevant qualification preferred
• Experience in customer service, service coordination, technical support, or administration is advantageous
• Proficiency in bilingual software for documentation purposes
• Strong organizational and time-management skills to manage multiple service jobs and priorities simultaneously
• Effective communication skills with a strong customer-service mindset
• Ability to understand technical problems and communicate them clearly to technicians and customers
• Fast learner, proactive, and able to work effectively in a fast-paced environment
• Independent, responsible, hardworking, and attentive to detail