Customer Support Coordinator - Scheduling & Tickets

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

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.