Handle incoming calls and technician requests. Prepare quotations, maintenance checklists, and related documents for MCSTs, and manage project correspondences.
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 the 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.
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.
Perform other ad hoc duties as assigned.
Job Requirements
At least 2 years of working experience in a related field.
Experience in handling maintenance contracts is preferred. Must be computer literate.
Good communication, listening, and interpersonal skills to maintain strong rapport with customers.
Independent and resourceful, with a high degree of initiative and the ability to work under pressure.
