Customer Service Coordinator
Your tasks
- Customer Service & Communication
- Respond promptly and professionally to customers via WhatsApp, email and telephone
- Handle customer enquiries, requests and feedback
- Provide customers with quotations, service information and updates
- Follow up with customers after services when required
- Handle customer issues and coordinate with the operations team to resolve them
- Maintain a high standard of customer service and professionalism
- Job Scheduling & Operations Coordination
- Arrange and coordinate daily cleaning jobs for cleaners and drivers
- Plan schedules efficiently to optimise manpower and transportation
- Coordinate changes to schedules and last-minute requests
- Monitor job progress and ensure appointments are completed as planned
- Inform customers promptly when a cleaner or worker is unable to attend
- Arrange suitable replacements or alternative solutions where possible
- Coordinate closely with cleaners and drivers to ensure smooth daily operations
- Maintain records of staff performance, attendance and operational issues
- Escalate recurring staff performance issues to management
- Billing, Payments & Administration
- Prepare and issue quotations and invoices
- Follow up with customers on outstanding payments
- Record and maintain accurate records of collections received
- Monitor payment status and highlight overdue accounts
- Maintain organised customer and job records
- Assist with administrative and documentation requirements
- Cleaning Supplies & Inventory
- Monitor stocks of cleaning supplies, equipment and consumables
- Ensure essential supplies are readily available for daily operations
- Coordinate replenishment and purchasing when supplies are running low
- Maintain proper records of inventory where required
- Social Media & Marketing
- Assist with managing the company’s social media platforms
- Prepare and post content relating to our services, customers and company activities
- Help develop ideas to increase awareness and engagement
- Respond to social media enquiries where required
- Support promotional campaigns and other marketing initiatives
- General & Ad-hoc Duties
- Support the team in resolving operational issues as they arise
- Assist with special projects and business improvement initiatives
- Perform other reasonable ad-hoc duties required to support the business
- Be prepared to assist with hands-on operational tasks when necessary
Requirements
We are looking for someone who is
- Organised and detail-oriented
- Responsible and dependable
- Comfortable communicating with customers by phone, WhatsApp and email
- Able to multitask and prioritise competing demands
- Good at problem-solving and handling unexpected situations
- Proactive and willing to take ownership of tasks
- Comfortable working in a hands-on environment
- Able to work independently while also being a good team player
- Comfortable using basic computer applications such as Microsoft Office or Google Workspace
- Willing to learn and adapt as the company grows
Preferred Experience
- 2–5 years of experience in administration, customer service, operations coordination, hospitality, facilities management or a similar role
- Experience with scheduling or coordinating frontline workers is an advantage
- Experience with invoicing and payment collection is an advantage
- Experience managing social media is an advantage
- Experience in the cleaning, home services, hospitality or facilities industry is a plus