Customer Service Representative

Qualifications: - Customer service experience — proven ability to handle client inquiries, resolve concerns, and maintain professional relationships - Administrative support skills — experience in documentation and managing office workflows - Team coordination — ability to collaborate with technicians, operations staff, and other internal teams to ensure smooth service delivery Minimum Requirements: - Graduate of any 4-year course - 1–2 years of work experience in an administrative field or relevant role - Computer literate and proficient in Microsoft Office suite - Strong oral and written communication skills Responsibilities Customer Service - Respond promptly to client inquiries through phone, email, and other communication channels. - Handle customer concerns, complaints, and service requests professionally and efficiently. - Monitor open concerns and provide regular updates to clients until resolution. - Maintain positive and professional relationships with key accounts. - Ensure customer requests are properly recorded and addressed within agreed service timelines. Administrative Support - Prepare, organize, and maintain service-related documents, records, reports, and correspondence. - Encode and update customer information, service requests, job orders, and other relevant data. - Assist in preparing quotations, service reports, invoices, and other required documents. - Monitor and organize daily service desk activities and administrative workflows. - Ensure accurate and timely filing of customer and service records. Team Coordination - Coordinate with technicians, operations teams, and other departments regarding customer service requests. - Schedule and coordinate technician visits, service calls, inspections, and other field activities. - Follow up with technicians and internal teams on the status of ongoing service requests. - Communicate customer requirements and service updates clearly to the appropriate teams. - Help ensure that service requests are completed within agreed timelines and customer expectations. - Escalate urgent or unresolved concerns to the appropriate supervisor or department. Additional Key Responsibilities - Monitor service requests and ensure proper follow-through from initial inquiry to resolution. - Maintain accurate records of customer interactions and service activities. - Identify recurring customer concerns and coordinate with relevant teams for appropriate action. - Assist in preparing service performance reports and account-related updates. - Support the Key Account team in maintaining high levels of customer satisfaction and service quality.