job description
Are you a customer-centric professional looking to grow your career with a market leader? Gain City Group is seeking a dedicated Service Coordinator / Customer Service Officer (CSO) to join our dynamic team in Sungei Kadut. In this role, you will be the bridge between our operations and our valued customers, ensuring that every service request is handled with precision, efficiency, and a passion for excellence.
At Gain City, we pride ourselves on empowering our employees to foster organizational growth and implement impactful strategies that drive customer satisfaction. If you thrive in a fast-paced environment and are committed to delivering top-tier service standards, we want to hear from you. You will play a pivotal role in coordinating service schedules, managing client inquiries, and upholding the reputation of Singapore's leading air-conditioner retailer.
Responsibility
- Manage incoming customer service inquiries via phone, email, and digital platforms professionally.
- Coordinate and schedule service appointments, ensuring optimal technician allocation and timely service delivery.
- Maintain accurate records of customer interactions, service history, and operational data in our CRM system.
- Liaise between customers and internal technical teams to resolve service-related issues and complaints.
- Monitor service workflow progress and escalate urgent matters to management to ensure SLA compliance.
- Provide updates to customers regarding their service status, appointments, and technical reports.
- Identify opportunities to streamline office support processes and improve overall departmental efficiency.
Qualifications
- Minimum GCE 'O' Level or Diploma in Business Administration or related field.
- At least 1-2 years of experience in customer service, helpdesk, or service coordination roles.
- Strong verbal and written communication skills in English.
- Proficient in Microsoft Office suite (Word, Excel, Outlook).
- Excellent organizational, time-management, and multitasking abilities.
- Resilient, customer-focused, and able to remain calm under pressure.
- Experience in a home-appliance or retail service environment is a significant advantage.