Deskripsi Pekerjaan
Are you a detail-oriented professional seeking a pivotal role in a dynamic global organization? Vertiv is currently looking for a Service Support Coordinator II to join our growing team in the Philippines. In this role, you will be the linchpin of our service operations, ensuring seamless coordination between technical teams, clients, and logistics. We value accuracy, proactive communication, and a commitment to operational excellence.
As a Service Support Coordinator II, you will manage service scheduling, track work orders, and ensure that our clients receive timely and high-quality support. You will utilize CRM tools to maintain up-to-date records and collaborate with cross-functional teams to resolve service issues efficiently. If you thrive in a fast-paced environment and want to contribute to critical infrastructure solutions, we encourage you to apply.
Tanggung Jawab
- Manage and coordinate daily service scheduling activities to ensure optimal technician allocation and timely service delivery.
- Act as the primary point of contact for clients, responding to inquiries regarding service status, appointments, and technical requirements.
- Maintain accurate and up-to-date records in the CRM system, including work orders, service logs, and client feedback.
- Monitor service Level Agreements (SLAs) to ensure performance targets are met and identify areas for operational improvement.
- Collaborate with the logistics and technical support teams to resolve scheduling conflicts and urgent service requests.
- Prepare and distribute daily/weekly service reports to management and relevant stakeholders.
- Handle escalations professionally, ensuring customer satisfaction is maintained during complex service scenarios.
Kualifikasi
- Bachelor’s degree in Business Administration, Communications, or a related field preferred.
- Minimum of 2-3 years of experience in a customer service or service coordination role within the IT or technical services industry.
- Proven experience using CRM software and service management systems (e.g., Salesforce, ServiceNow, SAP).
- Excellent verbal and written communication skills in English.
- Strong organizational skills with the ability to multitask and prioritize effectively in a high-volume environment.
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
- A customer-centric mindset with a focus on problem-solving and service recovery.