Customer Relations & Case Management
- Serve as the primary contact for all after-sales inquiries, complaints, and service requests from clients.
- Document and categorize all customer concerns in the CRM or tracking system for proper escalation.
- Provide timely updates to customers regarding job status, parts availability, technician deployment, and repair progress.
- Conduct post-service follow-ups to validate customer satisfaction and address remaining concerns.
Service Coordination
- Prepare and route job requests for warranty, repair, or preventive maintenance services.
- Coordinate with Service Engineers, QA, and Service Admin to ensure timely technician dispatch and job completion.
- Monitor service team schedules to align manpower availability with customer needs.
Quality Assurance & Documentation
- Validate completeness and accuracy of Service Acknowledgment Reports before turnover to Accounting.
- Maintain customer issue trackers and ensure all cases are closed with complete documentation.
- Assess client feedback and generate weekly and monthly analytical reports for management.
Operational Improvements
- Identify recurring concerns and recommend improvements in service delivery and communication processes.
- Provide insights to management regarding customer satisfaction trends and operational bottlenecks.
Other Duties
- Supervise After-Sales Coordinators and ensure proper documentation processes are followed.
- Perform related tasks as assigned by the Service Support Supervisor or management.
Qualifications
- Bachelors degree in Business Management, Engineering, or related field.
- At least 3 years of experience in after-sales support, service coordination, or client relations.
- Strong communication, negotiation, and customer-handling skills.
- Familiarity with CRM systems, service coordination tools, and basic technical terminology (preferred).
Why Join Us
- Leave Credits
- 13th Month Pay
- Company Events and Gifts
- Gym Discount (Davao-based only)
- Rice Benefits (after 1 year)
- HMO (after 1 year)
- Life Insurance (after 6 months)
Location: SPK Building, Door 5&6, Lanang, Davao City (beside Ayala Azuela Cove).
