CUSTOMER SERVICE COORDINATOR CUM ADMINISTRATOR – JOB SCOPE

Company: LONG WIN PTE. LTD.
Position: Customer Service Coordinator Cum Administrator
Department: Customer Service / Administration
Reports To: Operations Manager / General Manager

Job Purpose

The Customer Service Coordinator Cum Administrator is responsible for handling customer enquiries, coordinating service requests and appointments, supporting daily administrative operations, and ensuring smooth communication between customers, technicians, suppliers, and management.

Key Responsibilities

Customer Service & Coordination

1. Handle incoming customer enquiries through phone calls, WhatsApp, email, and other communication channels.

2. Provide customers with information regarding the Company's products, services, quotations, appointments, and service schedules.

3. Receive and process customer service requests, complaints, feedback, and follow-up matters professionally and promptly.

4. Coordinate and schedule appointments, site visits, servicing, maintenance, repair works, and other operational activities.

5. Liaise with technicians, operations staff, customers, suppliers, and subcontractors to ensure proper coordination of work schedules.

6. Follow up with customers regarding quotations, service appointments, job completion, payments, and outstanding matters.

7. Maintain good customer relationships and ensure a high level of customer service and satisfaction.

8. Update customers regarding job status, schedule changes, delays, and completion of services where necessary.

Administrative Duties

1. Prepare quotations, invoices, purchase orders, service reports, delivery orders, and other administrative documents.

2. Maintain and update customer records, job records, service schedules, appointments, and company databases.

3. Perform data entry, filing, document management, and proper maintenance of company records.

4. Assist in monitoring and coordinating daily operational schedules and manpower arrangements.

5. Coordinate with suppliers regarding quotations, orders, deliveries, and required materials or equipment.

6. Assist in monitoring outstanding invoices and following up on payments when required.

7. Prepare basic administrative reports, customer service reports, and operational updates for Management.

8. Assist with general office administration, including answering calls, managing correspondence, handling emails, and maintaining office supplies and documents.

9. Support the Operations Manager and Management with administrative and coordination matters.

10. Ensure that all customer and company information is handled confidentially and in accordance with Company policies.

11. Work closely with different departments to ensure smooth daily operations and effective communication.

12. Perform any other administrative, customer service, coordination, or operational duties as assigned by Management from time to time.

Requirements

• Diploma, Higher Nitec, Nitec, or equivalent qualification in Business Administration, Customer Service, or a related field.

• Relevant experience in customer service, administration, coordination, engineering, air-conditioning, maintenance, or related industries will be an advantage.

• Good communication and interpersonal skills.

• Able to handle multiple tasks and work in a fast-paced environment.

• Good organizational and coordination skills.

• Proficient in Microsoft Office, including Word, Excel, and Outlook.

• Experience using WhatsApp, email, and other customer communication platforms.

• Responsible, detail-oriented, customer-focused, and able to work independently and as part of a team.

Key Performance Indicators (KPIs)

• Timely response to customer enquiries.

• Accuracy of quotations, invoices, schedules, and administrative documents.

• Effective coordination of appointments and service jobs.

• Customer satisfaction and complaint resolution.

• Proper maintenance of customer and company records.

• Timely follow-up of outstanding customer matters and payments.

• Efficiency and accuracy in supporting daily operations.