IT Service Coordinator: CRM & Escalations Lead

Strategy Solutions Services; Singapore; On-site; SGD 40,000 - 54,000; Full time

Job summary

Strategy Solutions Services in Singapore is seeking a Service Coordination Assistant to handle daily calls and emails, log and delegate service requests, and support contract administration.

You will maintain records, monitor escalations, prepare management reports, and ensure accurate installation and service records. Applicants should have O level, CRM experience, strong Excel skills, and excellent communication.

Qualifications

• Minimum GCE ‘O’ Level and above.
• Prior experience in service coordination, customer service, or sales administration is preferred.
• Knowledge with CRM system is an added advantage.
• Proficient in Microsoft Excel applications, especially advanced formulas such as VLOOKUP and Pivot Table.
• Strong organizational and multitasking skills.
• Good communication and interpersonal skills.

Responsibilities

• Handle daily incoming calls and emails from customers, contractors, and internal stakeholders.
• Log and delegate service calls to the appropriate technicians through the CRM system.
• Monitor and follow up on escalated service cases, ensuring appropriate actions are taken and issues are resolved in a timely manner.
• Administer and maintain service operations, including updating meter readings, customer and contract information, processing service job closures, and maintaining accurate installation and service records within the system.
• Support service contract administration, including coordinating and scheduling new machine installations, notifying expiring service contracts, and ensuring timely updates of related service records.
• Maintain service-related documentation and records, ensuring all service records and supporting documents are properly filed and stored.
• Preparation of various reports for Management.

Skills

Organizational skills

Multitasking

Communication skills

Interpersonal skills

Education

GCE 'O' Level or above

Tools

CRM system

Excel (Advanced formulas)

Job description

Strategy Solutions Services in Singapore is seeking a Service Coordination Assistant to handle daily calls and emails, log and delegate service requests, and support contract administration.

You will maintain records, monitor escalations, prepare management reports, and ensure accurate installation and service records. Applicants should have O level, CRM experience, strong Excel skills, and excellent communication.