Service Coordinator (Indoor Sales)

PureGen Water Sdn Bhd; Puchong; On-site; MYR 33,000 - 52,000; Full time

Job summary

Jora Malaysia is seeking a proactive Service Coordinator to be the central hub of daily operations in Puchong. You will manage service requests, plan field technician schedules, and actively drive sales by upselling to existing clients and following up on new inquiries.

If you enjoy fast-paced coordination, delivering excellent customer service, and earning extra through sales targets, this role is for you.

Qualifications

• 1–3 years in service coordination, dispatching, customer service, or inside sales/telesales.
• Experience with field technician scheduling and customer inquiries is preferred.
• Strong communication and problem-solving skills in a fast-paced environment.

Responsibilities

• Plan daily technician schedules and dispatch field technicians for installations and servicing.
• Serve as primary contact for customer inquiries via phone, WhatsApp, and email.
• Monitor progress to ensure on-time completion and quality standards.
• Follow up with clients after installations to ensure satisfaction and gather feedback.
• Upsell maintenance packages and replacement parts to active accounts.
• Reactivate inactive customers with service check-ups and upgrades.
• Respond to new leads and convert them into paid installations.

Skills

Communication

Multilingual

Sales mindset

Customer service

Tools

WhatsApp Business

MS Excel

CRM/Dispatch software

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

We are looking for a proactive and organized Service Coordinator to be the central hub of our daily operations. In this dual-focus role, you will manage customer service requests, schedule field technicians, and actively drive sales by upselling to existing clients and following up on new inquiries.

If you enjoy fast-paced coordination, providing excellent customer service, and earning extra through sales achievements, this role is for you!

Key Responsibilities

1. Operations & Field Coordination

• Technician Scheduling - Plan daily schedules, assign routes, and dispatch field technicians for installations, routine servicing, and repairs.
• Customer Service - Act as the primary point of contact for customer inquiries, service requests, and site updates via phone, WhatsApp, and email.
• Service Tracking - Monitor technician progress throughout the day to ensure jobs are completed on time and standards are met.
• Post-Service Follow-Up - Reach out to clients after installations or repairs to ensure customer satisfaction and collect feedback.
• Filter Replacement & Maintenance Reminders - Proactively track and contact existing customers when their water filters, pumps, or systems are due for routine servicing or cartridge replacement.

3. Sales & Business Outreach (Incentive-Based)

• Repeat Sales from Existing Clients - Upsell maintenance packages, upgraded filter systems, or replacement parts to active accounts.
• Reactivating Inactive Customers - Proactively contact past customers to offer service check-ups and system upgrades.
• New Lead Engagement - Follow up promptly on incoming sales leads (website, social media, phone inquiries) and convert them into paid installations.
• Achieve Monthly Targets - Meet sales and service goals to earn monthly performance incentives.

Key Performance Indicators (KPIs) & Incentives

• Service Efficiency - On-time technician dispatch and high customer satisfaction ratings.
• Sales Targets - Conversion rate of service reminders/leads into active service orders and product sales.

Requirements

• Experience: 1–3 years in service coordination, dispatching, customer service, or inside sales/telesales.

Skills

• i- Excellent communication and negotiation skills in [Bahasa Malaysia / English / Mandarin].
• ii- High attention to detail with strong multi-tasking and problem-solving abilities.
• Mindset: Target-driven, customer-focused, and comfortable making outgoing calls/messages to clients.
• Tech-Savvy: Familiarity with WhatsApp Business, MS Excel, or CRM/dispatch software.

What We Offer

• Competitive basic salary with generous target-based sales incentives
• Annual performance bonus and EPF / SOCSO / EIS contributions
• Comprehensive training on water pumps, filtration systems, and service software
• Friendly, supportive work environment with career advancement opportunities
• Cell phone reimbursement
• Maternity leave
• Opportunities for promotion
• Parental leave

Ability to commute/relocate:

• Puchong: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• It’s 2:00 PM on a busy day. A technician is stuck on a job that’s taking longer than expected, and their next customer, calling at 3:00 PM, is angry because they took leave from work to wait. Meanwhile, a technician on another route just had a cancellation. How do you manage this?
• A technician just finished installing a water pump, but the customer refuses to sign off or pay because they claim the technician left dirty footprints on their porch. How do you de-escalate the call and protect company interests?
• This role requires staying on top of daily technician schedules while also hitting a monthly sales/upsell target. How do you organize your day to ensure operational tasks don't swallow your sales time?

Experience:

• service coordination: 1 year (Preferred)