Key Responsibilities
- Prepare Quotations & Maintenance Checklist and related documents for MCSTs
- Prepare Monthly SRMs report and related meeting reports & minutes
- Prepare and Program Access Cards and arrange for the delivery
- Coordinate service appointments and dispatch technicians to client locations as needed
- Respond promptly to customer inquiries via phone, email, SRM or in-person, providing accurate information and assistance
- Maintain accurate records of customer interactions, service requests, and resolution activities using our SRM system
- Collaborate with technicians and other team members to ensure timely resolution of customer issues and concerns
- Monitor the status of ongoing service appointments and provide regular updates to customers as needed
- Assist with billing inquiries, invoice processing and payment collection
- Identify opportunities for process improvement and contribute to the development of customer service policies and procedures
- Build and maintain positive relationships with clients, ensuring high levels of satisfaction and retention
- Stay up-to-date on product knowledge and industry trends to effectively address customer inquiries and concerns
- Other ad-hoc duties as assigned
