Service Co-Ordinator

FERMAX ASIA PACIFIC PTE. LTD.; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

FERMAX ASIA PACIFIC PTE. LTD. is seeking a customer service professional in Singapore to manage quotations, maintenance checklists, SRM reporting, and billing support.

The role involves coordinating service appointments, programming access cards, and ensuring timely resolutions for client inquiries. You will maintain detailed records, collaborate with technicians, and strive to enhance customer satisfaction through proactive communication and process improvements.

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

Skills

Customer service

Communication

Billing & payments

Tools

SRM system

Billing software

Dispatch coordination

Job description

• 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