Customer Support Administrator
5 days ago
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 complaint at 1st level. Advise and guide customer with solution. If problem cannot be resolve over phone or email, schedule technician and fix 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 with a focus on customer satisfaction and loyalty.
- Prepare Product Warranty Letter and liaise with customer warranty related issues.
- Assist in establishing, tracking and monitoring service reports, customer satisfaction standards, and other performance metrics.
- Prepare purchase request and tracking of spare parts purchase.
- Any ad-hoc duties as prescribed by HOD or Management
Requirements:
- Minimum Diploma / Degree in Business or any Engineering Field
- 2 years' 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 in customer service principles, processes and standards
- Prior experience in SAP would be advantageous but not a must
- Excellent communication and problem-solving skills, with good organisation ability
- Must be able to multitask in a fast-moving environment
- Must be effectively bi-lingual in English and Mandarin to handle English and Mandarin speaking customer's complaints or queries to relevant departments or management.
Able To Multitask
Mobile Technology
Customer Engagement
Caregiving
Customer Success
Attentive
SAP
Pressure
Warranty
Team Lead
Customer Satisfaction
Customer Service
Scheduling
Nursing Care
Home Care
Technical Support
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