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Customer Support Admin Executive

2 months ago

Changi, Singapore RIGEL TECHNOLOGY (S) PTE LTD Full time

Responsibilities:

  • Manage coverage of telephone and email service support to customers to provide technical support in a timely and effective manner for all products
  • Investigate customer complaints at 1st level. Advise and guide customers with solutions. If the problem cannot be resolved over the phone or email, schedule a technician and fix a service appointment.
  • Escalate appropriate customer's complaints or queries to relevant departments or management
  • Plan and liaise with Technicians on servicing scheduling and day-to-day matters
  • Maintain high levels of customer engagement focusing on customer satisfaction and loyalty.
  • Prepare Product Warranty Letter and liaise with warranty-related issues.
  • Assist in establishing, tracking and monitoring service reports, customer satisfaction standards, and other performance metrics.
  • Prepare purchase requests and tracking of spare parts purchases.
  • Any ad-hoc duties as prescribed by HOD or Management

Requirements:

  • Minimum ITE/Diploma in the Business field
  • At least 1 year of experience in a similar capacity is preferred but not necessary
  • Applicants with no prior experience but possess a strong willingness to learn may be considered for this role
  • Working knowledge of customer service principles, processes and standards
  • Prior experience in SAP would be advantageous but not a must
  • Good communication and problem-solving skills, with good organization ability
  • Must be able to multitask in a fast-moving environment.