Service Co-Ordinator

FERMAX; Singapore; On-site; SGD 32,000 - 52,000; Full time

Job summary

FERMAX in Singapore is seeking a proactive Customer Service Coordinator to manage quotations, maintenance checklists, and related documents for MCSTs. The role includes preparing and presenting SRMs reports, coordinating service appointments, and dispatching technicians to client locations.

You will respond promptly to customer inquiries via phone, email, SRM or in person, maintain accurate SRM records, and support billing inquiries and payments.

Responsibilities

• Prepare Quotations & Maintenance Checklist and related documents for MCSTs
• Prepare Monthly SRMs report and related meeting reports & minutes
• Prepare and Program Access Cards and arrange for the delivery
• Coordinate service appointments and dispatch technicians to client locations as needed
• Respond promptly to customer inquiries via phone, email, SRM or in-person, providing accurate information and assistance
• Maintain accurate records of customer interactions, service requests, and resolution activities using our SRM system
• Collaborate with technicians and other team members to ensure timely resolution of customer issues and concerns
• Monitor the status of ongoing service appointments and provide regular updates to customers as needed
• Assist with billing inquiries, invoice processing and payment collection
• Identify opportunities for process improvement and contribute to the development of customer service policies and procedures
• Build and maintain positive relationships with clients, ensuring high levels of satisfaction and retention
• Stay up-to-date on product knowledge and industry trends to effectively address customer inquiries and concerns
• Other ad-hoc duties as assigned

Job description

Key Responsibilities

1. Prepare Quotations & Maintenance Checklist and related documents for MCSTs
2. Prepare Monthly SRMs report and related meeting reports & minutes
3. Prepare and Program Access Cards and arrange for the delivery
4. Coordinate service appointments and dispatch technicians to client locations as needed
5. Respond promptly to customer inquiries via phone, email, SRM or in-person, providing accurate information and assistance
6. Maintain accurate records of customer interactions, service requests, and resolution activities using our SRM system
7. Collaborate with technicians and other team members to ensure timely resolution of customer issues and concerns
8. Monitor the status of ongoing service appointments and provide regular updates to customers as needed
9. Assist with billing inquiries, invoice processing and payment collection
10. Identify opportunities for process improvement and contribute to the development of customer service policies and procedures
11. Build and maintain positive relationships with clients, ensuring high levels of satisfaction and retention
12. Stay up-to-date on product knowledge and industry trends to effectively address customer inquiries and concerns
13. Other ad-hoc duties as assigned