Customer Support Coordinator / Engineer

Responsibilities:

• Answer clients calls, replies to clients emails, and log down all reported issues and requests, into the system, in a timely manner
• Assess the service requirements of clients, then plan, schedule and deploy the appropriate skilled manpower to tackle the client requirements.
• Maintain and ensure close follow up of all client requests and issues, so that all tasks are consistently updated daily.
• Communicate and liaise with vendors to obtain quotations, where necessary, and coordinate with them for any work that involves them.
• Take ownership of customer cases/reports/requests and escalate to team leaders and/or manager for further discussion on resolving/completing the tasks.
• Follow up and manage all service reports, preventive maintenance check lists, and any other documents, for all cases that are not fully closed, and documents are properly filed.
• Take ownership and responsibility of updating the ticketing system regularly and consistently, for customer cases, customer contracts, equipment lists, and any other critical info.
• Be the main contact point for customers to report issues, requests, get updates, coordinate access requests and work schedule, and any other coordination works.
• To support sales team in the creation of material requisition ticket or quotation when necessary.
• To support the Technical Service team in the arrangements of permits to client site when necessary.

Requirements:

• 1-3 years of industry experience or a related customer service experience required.
• Previous administrative experience preferred
• Proficient skills in Microsoft Office, including Microsoft Word and Microsoft Excel
• Excellent customer service, critical thinking, problem-solving skills.
• High quality organizational skills.
• The ability to work well under deadlines and to multitask
• Able to work with various characters and personalities internally and externally.
• Good verbal and written communication skills.
• Detailed in handling softcopy documents, preparation of reports, emails, with minimal to zero errors and high accuracy in presenting information verbally and written