Customer Service Coordinator

Key Responsibilities

1. 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

2. 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

3. 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

4. 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

5. 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

6. 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

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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