Customer Service Coordinator

Responsible in handling daily customer queries and complaints, process service repair orders and escalate complaints across a number of communication channels , by remaining calm when customers are frustrated. A. Customer Service - Man the daily over-the-counter activities ensuring service readiness for all walk-in clients during business hours - Provides the needed attention to customer's issues and affording them a world class customer experience - Discusses the repair process, setting proper expectations on the lead time, and competently explain issue resolution and actions to be done - Handles/resolves customer complaints or complex customer issues and concerns - Escalates and informs Supervisor/Manager of any complex customer issues beyond his/her control - Facilitates screening and receiving of customer product/s that require post-sales service or support - Facilitates the releasing of repaired or pulled-out customer product/s ensuring excellent customer service handling - Provides feedback to over-the-counter technical personnel, as well as service-related inquiries, from walk-in customers - Ensures that upon releasing of units, repairs are quality checked, has no new issues and completely functional - Handles all incoming calls from clients with regards to their inquiries - Performs queue management for all clients waiting - Manages customer concerns on a reasonable amount of time - Identifies customer's issue, documents all pertinent data, and properly endorse to Senior Quality Lead Engineer for initial troubleshooting steps to verify customer's issue - Coordinates and consults with Senior Quality Lead Engineer, Service Repair Engineers, and Spare Parts Controller in addressing /resolving any client concerns, requests and/or complaints - Upsells merchandise or DIY parts from time to time based on customer needs and quota when required B. Documentation - Prepares daily transaction record of all walk-in clients including phone calls received and documenting them accordingly and accurately - Keeps track of all calls by accurately logging all queries and call transactions - Provides weekly call volume report Job Requirements - College graduate of any 4year course - Proven customer support experience or experience as a Client Service Representative - Excellent communication skills and active listening - At least two (2) years working experience - Exposure to customer relations or customer service, or service-related fields or repair is highly preferred - Interest in latest gadgets and technology is preferable