Customer Support Coordinator

GLORY; Malaysia; On-site; MYR 44,640 - 55,800; Full time

Job summary

Glory is seeking a Customer Support Coordinator in Malaysia to manage inbound calls from contracted customers and create service tickets. You will coordinate field service engineers, track tickets to meet SLAs, and provide first-level support with strong customer focus.

Reporting to the Customer Support Team Lead, you will optimise scheduling processes for maintenance and installations, while upholding health and safety policies and delivering exceptional service in a fast-paced environment.

Qualifications

• Experience in a customer service environment with focus on quality.
• Ability to build relationships with customers in a service role.
• Scheduling experience with multiple resources and programs of work.

Responsibilities

• Inbound call management and creation of service tickets.
• Schedule Field Service Engineers to meet response times.
• End-to-end monitoring of service tickets to meet SLA targets.
• Provide first level support to customers.
• Coordinate Preventative Maintenance and Installation visits.

Skills

Customer service

Relationship building

Scheduling experience

Tools

Windows-based applications

Service Management System

Job description

Customer Support Coordinator

Department: Service - Call Centre/Customer Service

Employment Type: Permanent - Full Time

Location: Malaysia/Kuala Lumpur

Reporting To: Customer Support Team Lead

Compensation: RM4,000 - RM5,000 / month

Description

ROLE TITLE: Customer Support Coordinator
FUNCTION: Service
REPORTING: Customer Support Team Lead
LOCATION: Malaysia

Introducing Glory: With a culture rooted in innovation, Glory’s people are transforming our customer’s businesses every day. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. This reputation is built on our pioneering software and hardware combined with our dynamic people. Alongside our technology, it’s our people who drive our success.

ROLE PURPOSE

The Customer Support Coordinator will primarily manage inbound calls from contracted customers. Actions resulting from these calls include but are not limited to, providing first level support through the use of trouble shooting guides, effectively creating a service ticket if first level support is unsuccessful, allocating service tasks to an appropriate Field Service Engineer and tracking the service ticket until completion. In addition, the Customer Support Coordinator will be required to make outbound calls to Glory customers for the purpose of scheduling ad-hoc tasks and preventative maintenance.

Key Responsibilities

MAIN RESPONSIBILITIES

Customer Support:

• Inbound call management, creating service tickets and managing escalations from contracted customers.
• Scheduling Field Service Engineers/Agents to meet strict response times.
• End-to-end monitoring of service tickets to ensure that customer SLA’s are achieved and escalating when SLA’s are at risk.
• Schedule Preventative Maintenance and Installation visits.
• Provide first level support to customers.
• Ensure the Service Management System is accurate by confirming and updating customer details.
• Provide exceptional customer service.
• Other duties as necessary.

Process Improvements:

• Understand the scheduling processes for job assignment, Preventative Maintenance and upgrade requests, and work with the Customer Support Team Lead to improve the effectiveness of scheduling and customer satisfaction.

Health & Safety:

• Adherence to Health & Safety policies and procedures at all times.
• Ensure the prompt and accurate reporting of all workplace incidents and injuries.
• Ensure all hazards are promptly assessed for their significance and managed according to the hazard management process.

Skills, Knowledge & Expertise

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.

REQUIRED SKILLS AND COMPETENCIES

• 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.

Job Benefits

Glory Values

The Glory Values represent our commitment to collaboration, diversity and innovation. They serve as a practical blueprint of how we work together both with colleagues and customers. By living these values, we can tackle new challenges, exceed expectations, enhance our skills, and foster trust and respect in our work relationships.

• Customer Delight. We put our customers first.
• Integrity. We do the right thing, always.
• Innovation. We embrace new challenges and shape the future.
• Speed. We move fast, that’s how we stay ahead.
• Diversity & Respect. We value the strength in our differences.
• Teamwork. We succeed together.

Equal Opportunities

Glory believes in equal opportunity for all qualified persons and will not discriminate against any applicant for employment because of race, colour, religion, marital status, national origin, gender, age, disability, veteran status, or any other status protected by law.