Service Operations & Customer Support Coordinator

Tech-Store Malaysia Sdn Bhd; Puchong; On-site; MYR 42,000 - 66,000; Full time

Job summary

Tech-Store Malaysia Sdn Bhd is seeking a Service Operations & Customer Support Coordinator to coordinate service requests, monitor contracts and ensure timely communication between customers and service engineers.

The role focuses on maintaining service efficiency, tracking cases, supporting customer satisfaction and ensuring compliance with DLP, SLA, SMA requirements.

Qualifications

• Experience in customer service, service coordination or related operations.
• Familiarity with SLA monitoring, maintenance contracts, service ticketing systems or CRM.
• Proficient in Microsoft Office, especially Excel, Word and Outlook.

Responsibilities

• Coordinate and monitor DLP, SLA and SMA obligations with timely communication.
• Attend to walk-in customers and manage service enquiries professionally.
• Register, categorize, assign and track service cases in the service system.
• Prepare periodic service performance and complaint reports.
• Follow up with engineers on progress and ensure timely resolutions.

Skills

Customer service

Operations coordination

Contract monitoring

Stakeholder communication

Education

Business Administration

Customer Service

Operations Management

Job description

Service Operations & Customer Support Coordinator

To support the daily operations of the Service & Support Department by coordinating service requests, monitoring contractual service obligations and ensuring timely communication between customers and service engineers.

The role is responsible for maintaining service efficiency, tracking outstanding cases, supporting customer satisfaction and ensuring compliance with Defect Liability Period (DLP), Service Level Agreement (SLA) and Service Maintenance Agreement (SMA) requirements.

Key Responsibilities

A. Service Operations & Contract Coordination

Coordinate and monitor DLP, SLA and SMA service obligations, including response times, resolution timelines and contract validity.

Maintain service schedules, preventive maintenance records and contract tracking registers.

Monitor upcoming contract expiries and coordinate SMA renewals with relevant stakeholders.

Identify potential SLA breaches and escalate service delivery risks promptly.

B. Customer Service & Enquiry Management

Attend to walk-in customers, incoming calls, emails and general service enquiries professionally.

Serve as the primary coordination point for customer service requests, complaints and follow-ups.

Provide timely updates on service progress, outstanding issues and expected resolutions.

Support customer retention through proactive engagement and consistent service follow-ups.

Register, categorize, assign and track service cases through the designated service management system.

Coordinate service appointments, engineer assignments and customer site access requirements.

Monitor open cases, pending actions and overdue resolutions to ensure timely closure.

Follow up with service engineers on work progress, technical reports and service completion.

Escalate unresolved or critical cases to the Service Manager for intervention.

D. Service Documentation & Reporting

Maintain accurate service records, case histories, customer information and supporting documentation.

Prepare periodic reports on service performance, outstanding cases, SLA compliance and customer complaints.

Ensure timely submission and proper filing of service reports, maintenance records and customer acknowledgements.

Support administrative requirements relating to service contracts, quotations and renewals.

E. Customer Satisfaction & Continuous Improvement

Conduct post-service follow-ups to confirm satisfactory resolution of customer issues.

Monitor recurring complaints and highlight service gaps for corrective action.

Identify opportunities to improve service coordination, turnaround times and customer experience.

Work closely with internal teams to ensure consistent service delivery standards.

Job Requirements

Education

Diploma or Degree in Business Administration, Customer Service, Operations Management or a related discipline.

Candidates with relevant practical experience may also be considered.

Experience

Preferably 2–3 years of experience in indoor sales, customer service, service coordination, sales support or related operations.

Experience in ICT, IT system integration, ELV, security systems, engineering services or maintenance support will be an added advantage.

Familiarity with SLA monitoring, maintenance contracts, service ticketing systems or CRM platforms is preferred.

Strong verbal and written communication skills in English and Bahasa Malaysia.

Good organizational, coordination and multitasking abilities.

Strong follow-up discipline with attention to detail and deadlines.

Proficient in Microsoft Office, particularly Excel, Word and Outlook.

Ability to manage customer expectations and handle complaints professionally.

Good problem-solving skills with the ability to prioritize urgent service matters.

Able to work independently while coordinating effectively with multiple stakeholders.

Established in 2011, Tech-Store Malaysia Sdn Bhd pioneers IT security and automation solutions that support operational needs across industries such as transportation, utilities, hospitality & leisure, IT & Security, and logistic.

Established in 2011, Tech-Store Malaysia Sdn Bhd pioneers IT security and automation solutions that support operational needs across industries such as transportation, utilities, hospitality & leisure, IT & Security, and logistic.