Service Co-Ordinator

Fermax Asia Pacific Pte Ltd; Singapore; On-site; SGD 36,000 - 60,000; Full time

Job summary

Fermax Asia Pacific Pte Ltd in Singapore is seeking a customer service coordinator to support quotations, SRM reports, and service scheduling. You will liaise with clients and technicians, prepare documentation, and ensure accurate record-keeping.

You will respond to inquiries, assist billing, and seek ways to improve processes while building lasting client relationships. Experience in SRM systems and field service coordination is preferred; candidates should be organized and able to manage

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