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Customer Service Executive
2 weeks ago
Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.
**Join us on our journey for a better tomorrow.**
We are hiring a Customer Service Executive/Planner to join the Shah Alam team. Workig within a supportive team you will drive customer service excellence through your role.
Mission
- To proactively plan and schedule the visits of Service Technicians with an objective to optimize service resources to achieve high degree of operational efficiency and customer satisfaction.
- Support the Service Operations Manager to ensure that work schedules are correctly allocated to maximize technician's efficiency based on the competence levels of technicians.
About the role
- Planning & Administration
- Forward planning of service interventions based on service plan schedules / orders from service sales engineers regarding planning of next service intervention with Team Lead
- Allocate service jobs based on clearly defined competence levels
- Plan service interventions based on priority list to improve operational efficiency
- Update MS Calendar on planned schedules and set reminders for all stakeholders to receive the service planned job
- Communicate and coordinate with Customer on Safety Induction Course plan dates to attend before actual job attendance
- Ensure that invoice is issued immediately once the job is completed
- Service Rescheduling
- Coordinate with the Customers on open service date and re-deploy technicians to the allocated re-scheduled service date
- Schedule to close services jobs immediately when jobs are completed
- Customer Value through proactive communication with customers:
- Communicate schedules with Customers, Service Sales Engineers or Equipment Sales Engineers & other stakeholders.
- Improve Customers' response through effective coordination
- Understand and resolve Customer concerns to ensure customer satisfaction and improve NPS
- Service Operations Administration
- Create Service Order and prepare commissioning report
- Follow up with service jobs and activities assigned with Team Lead
- To handle service call request from both internal and external Customers
- Follow up and confirm spare parts availability for all assigned jobs with Team Lead
- To ensure and follow up with technicians fully execute and close their service order
- Submission and coordination of Risk Assessment, Permit to Work, Method of Statement etc to the Customer before job commencement
- Arrange for technicians to attend to Safety Induction Course at Customer's site
- Arrange for renewal of Jurong Island entry pass for all technicians
- Arrange delivery of spare parts to Customers who are located at Jurong Island
- Issuance of delivery order and Form of Acceptance upon request from Customers
- Handle Customers' COVID-19 declaration on PTW, collection of ART result from technician for declaration and access to site
- Escalation at an appropriate level to resolve customer concerns in order to update the management about daily operations
Qualification & Requirement
- Diploma / Degree in any engineering discipline
- Relevant experience from service industry and good computer skills.
- Good Communication - Speaks clearly and persuasively in any situations; Listens and gets clarification; Responds well to questions.
- Customer oriented and focus
- Organizational and Time management skills.
- Dynamic & flexible.
- Must be self-motivated and able to work under time constraints.
- Able to get things done with mínimal supervision.
- Team player with strong communication skills.
- Excellent interpersonal skills.
- Empathetic communicator, able to see things from the other person's point of view.
**Diverse by nature and inclusive by choice**
Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.
