Customer Service Executive

3 weeks ago

Singapore IDS MEDICAL SYSTEMS (SINGAPORE) PTE. LTD. Full time
Roles & Responsibilities

Job Description

  • Provide day to day customer service support and administrative duties.
  • Deal with customers via multiple communication channels such as telephones, email and other CRM tools.
  • Provide administrative support for engineering department such as spare parts quotation, service maintenance, preventive maintenance service, service appointments of all engineers and other ad-hoc assignment.
  • Post-Warranty Service Contract Proposal to customers.
  • Manage the preventive maintenance service by coordinating the customer for the PM schedule and update any changes in the records.
  • Follow up with Engineers on open maintenance jobs.
  • Review the service reports, process engineering quotation on repair work or spare parts and follow up with customer.
  • Request quotation from the third party to do the subcontract work, and provide pricing to customer & certificate follow up.
  • Act as the main control person for the receipts of all engineers' job sheets & customer's purchase/service order, and forwards to respective teams for further action.
  • Monitor and update the job status in AX system, ensuring timely invoicing and job closure with customers.
  • Responsible for administration of purchasing third party outsourced service contract with principal.
  • Work closely with operations team members to coordinate the delivery and issue the billing with customer.
  • Coordinate with sales team to arrange the engineers schedule for installation or service maintenance.
  • Record case data and customer information accurately into AX system for ease of reporting and follow-up.
  • Arrange service tools calibration and maintenance by the third party.
  • Provide the Guarantee and Maintenance (Labour and Comprehensive costs) price in tender.
  • Getting all spare parts price list from Principals and convert to local pricing. To provide relevant price list for contract / tender purposes.
  • Any other duties and responsibilities as and when assigned by immediate superior or management.

Job Requirements

  • Min. Diploma in any disciplines
  • Minimum 3 years of relevant work experiences in a similar role.
  • Engineering knowledge is NOT required
  • Good computer skills. Proficient in Excel, Word and Outlook.
  • Working knowledge of CRM and ERP systems. Eg: Microsoft AX, Microsoft Dynamics
  • Good command of written and spoken English

Competencies

  • Adept at handling various communication channel on a daily basis, while consistently resolving customer's issue.
  • Good in communication and interpersonal skill, able to communicate with and influence people positively.
  • A positive team member who is able to establish network and rapport with colleagues to achieve results.

Attributes

  • Customer-orientated and able to deal with difficult customers.
  • Passionate and energized, take initiatives and integrity to support business needs, enhancing individual/team productivity.
  • Be a natural multi-task person who has a positive and proactive attitude in problem solving.
  • Passionate and energized, take initiatives and integrity are key requisites to this position.
  • Embrace the idsMED values of Loyalty, Integrity, Balance, Care, Agility, Reliability and Entrepreneurship.
  • Show a genuine desire to care for others, with a Happy, Engaging, Approachable, Responsible and Trustworthy personality.
Tell employers what skills you have

CRM
Outlook
Preventive Maintenance
Dynamics
Customer Information
ERP
Problem Solving
Invoicing
Administration
Reliability
Approachable
Entrepreneurship
Administrative Support
Engineering Support
Customer Service
Calibration

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