Customer Success & Service Coordinator

DIRECT SEARCH ASIA PTE. LTD.; Singapore; On-site; SGD 36,000 - 60,000; Full time

Job summary

DIRECT SEARCH ASIA PTE. LTD. is seeking a diligent Service Coordinator in Singapore to handle customer inquiries, prepare quotations and job orders, and schedule service requests with field engineers and subcontractors.

You will maintain accurate service records and provide regular updates to management to ensure satisfaction. The role emphasizes proactive service planning, customer account follow-ups, and collaboration with auditors and vendors to support smooth service delivery.

Responsibilities

• Attend to customers enquires / complaints through phone / email / fax and ensure that necessary actions are taken and followed through.
• Receive, prepare, and generate quotation / charges for customers, Job Order Processing (JOP).
• Schedule and prioritize service request from customers.
• Liaise and coordinate with field service engineers, sub-contractors, customers, and other related authorities / parties to ensure service are completed within agreed timeline and to customer’s satisfaction.
• Keep and track service history and follow up with customer account to confirm satisfaction.
• Maintain accurate service records, including service reports upon completion, customer feedback, and ensure they are well documented and uploaded to the system.
• Provide regular customer account updates and reports to the Service Manager, Assistant Service Manager or Lead Coordinator.
• Monitor recurring issues, complaints, and propose process improvement to enhance service quality.
• Identify opportunities for additional service offering, follow-up services, regular services, equipment upgrade based on customer needs.
• Ensure high level of customer satisfaction through proactive service planning and communication.
• Support customer audits, inspections and provide supporting document when necessary.
• Prepare service request form / purchase order for vendors / sub-contractors.
• Prepare shipping form for delivery of items.
• Reservations and bookings of air tickets.
• Prepare and draw materials / parts for subcontractor or Technician / Engineer.
• Raise purchase requisition to obtain accessories, installation materials or parts which are required in the project / service jobs.
• Ensure all work schedule records, filing systems and documentations are kept in order.
• Coordinate and maintain schedules for projects and service works for all the service personnel.
• Handle all equipment warranty claims.
• Perform other ad-hoc duties as assigned by the Manager.

Job description

DIRECT SEARCH ASIA PTE. LTD. is seeking a diligent Service Coordinator in Singapore to handle customer inquiries, prepare quotations and job orders, and schedule service requests with field engineers and subcontractors.

You will maintain accurate service records and provide regular updates to management to ensure satisfaction. The role emphasizes proactive service planning, customer account follow-ups, and collaboration with auditors and vendors to support smooth service delivery.