Customer Service Coordinator

Key Responsibilities

1. Customer Service & Communication

. Respond promptly and professionally to customers via WhatsApp, email and telephone

. Handle customer enquiries, requests and feedback

. Provide customers with quotations, service information and updates

. Follow up with customers after services when required

. Handle customer issues and coordinate with the operations team to resolve them

. Maintain a high standard of customer service and professionalism

2. Job Scheduling & Operations Coordination

. Arrange and coordinate daily cleaning jobs for cleaners and drivers

. Plan schedules efficiently to optimise manpower and transportation

. Coordinate changes to schedules and last-minute requests

. Monitor job progress and ensure appointments are completed as planned

. Inform customers promptly when a cleaner or worker is unable to attend

. Arrange suitable replacements or alternative solutions where possible

. Coordinate closely with cleaners and drivers to ensure smooth daily operations

. Maintain records of staff performance, attendance and operational issues

. Escalate recurring staff performance issues to management

3. Billing, Payments & Administration

. Prepare and issue quotations and invoices

. Follow up with customers on outstanding payments

. Record and maintain accurate records of collections received

. Monitor payment status and highlight overdue accounts

. Maintain organised customer and job records

. Assist with administrative and documentation requirements

4. Cleaning Supplies & Inventory

. Monitor stocks of cleaning supplies, equipment and consumables

. Ensure essential supplies are readily available for daily operations

. Coordinate replenishment and purchasing when supplies are running low

. Maintain proper records of inventory where required

5. Social Media & Marketing

. Assist with managing the company's social media platforms

. Prepare and post content relating to our services, customers and company activities

. Help develop ideas to increase awareness and engagement

. Respond to social media enquiries where required

. Support promotional campaigns and other marketing initiatives

6. General & Ad-hoc Duties

. Support the team in resolving operational issues as they arise

. Assist with special projects and business improvement initiatives

. Perform other reasonable ad-hoc duties required to support the business

. Be prepared to assist with hands-on operational tasks when necessary

Requirements

We are looking for someone who is:

. Organised and detail-oriented

. Responsible and dependable

. Comfortable communicating with customers by phone, WhatsApp and email

. Able to multitask and prioritise competing demands

. Good at problem-solving and handling unexpected situations

. Proactive and willing to take ownership of tasks

. Comfortable working in a hands-on environment

. Able to work independently while also being a good team player

. Comfortable using basic computer applications such as Microsoft Office or Google Workspace

. Willing to learn and adapt as the company grows

Preferred Experience

. 2-5 years of experience in administration, customer service, operations coordination, hospitality, facilities management or a similar role

. Experience with scheduling or coordinating frontline workers is an advantage

. Experience with invoicing and payment collection is an advantage

. Experience managing social media is an advantage

. Experience in the cleaning, home services, hospitality or facilities industry is a plus