Service Telephone Operator (Contract)

Position Objective:

Receive emergency calls from customers regarding elevator and escalator malfunctions, coordinate between customers and technicians or relevant personnel to ensure rapid response to incidents, and to ensure that service operations are smooth and efficient.

Duties and Responsibilities:

• Receive reports of elevator and escalator malfunctions from customers and coordinate with the responsible technicians to take action, while accurately recording incident information into the SAP system. • Receive customer complaints and coordinate them to the relevant departments or responsible persons to ensure customers receive prompt and appropriate responses and problem resolutions. • Prepare daily and monthly Callback Reports to support the service management team in timely tracking and analyzing service data. • Able to coordinate between customers and company employees in situations that may cause dissatisfaction, to ensure customers receive maximum satisfaction from the company's services.

Qualifications: High Vocational Certificate or equivalent At least 1 year of work experience Good communication skills Service Mind and able to work morning - night shifts as assigned Able to coordinate with multiple parties effectively Able to handle urgent situations or pressure well Able to communicate in English at a fair level Able to use basic Microsoft Office