Senior service coordinator - #1120371

About the Role

We are seeking a proactive and detail-oriented Service Coordinator / Senior Service Coordinator to support our daily service operations. This role is key to ensuring seamless coordination between customers, engineers, and internal teams, delivering efficient service and a positive customer experience.

Key Responsibilities

• Serve as the main contact point for customer enquiries and complaints via phone, email, or fax, ensuring timely follow-up and resolution.

• Prepare and process quotations, job orders, and service charge documentation.

• Schedule and prioritize customer service requests based on urgency and available resources.

• Coordinate with field service engineers, subcontractors, customers, and relevant authorities to ensure services are completed on schedule and to customer satisfaction.

• Maintain accurate service documentation, including reports, customer feedback, and service records, and ensure all data is updated in the system.

• Track service history and follow up with customers to confirm satisfaction after service completion.

• Provide regular account updates and progress reports to the Service Manager, Assistant Service Manager, or Lead Coordinator.

• Monitor recurring service issues or complaints and suggest process improvements to enhance service delivery.

• Identify potential opportunities for follow-up services, upgrades, or maintenance based on customer needs.

• Support customer audits and inspections by preparing and providing necessary documentation.

• Handle administrative tasks such as preparing service request forms, purchase orders, and shipping documents.

• Arrange travel bookings and air ticket reservations when required.

• Manage material and parts requisition for subcontractors, technicians, or engineers.

• Ensure all records, schedules, and filing systems are well maintained and organized.

• Coordinate project and service schedules for all service personnel.

• Manage warranty claims for various equipment.

• Perform other ad-hoc duties as assigned by the Manager.

Skills & Competencies

• Proficient in Microsoft Office (Word, Excel, Outlook).

• Strong coordination and communication skills.

• Organized, detail-oriented, and able to multitask effectively.

• Customer-focused with a proactive and problem-solving approach.

Education & Experience

• GCE ‘N’ / ‘O’ / ‘A’ Level with 3–4 years of relevant working experience, OR

• Diploma in Business Administration or equivalent with 1–2 years of related working experience.