Senior Customer Service Executive

Responsibilities

1. Coordinate and manage daily service activities.
2. Plan and schedule service engineers and technicians for onboard vessel attendance, ensuring timely deployment according to customer and operational requirements.
3. Serve as the key point of contact between customers, vessel owners/managers, service engineers, agents, suppliers and other stakeholders on service-related matters.
4. Review service requests and technical requirements to ensure the appropriate manpower, spare parts, tools, documentation, and resources are arranged before vessel attendance.
5. Monitor ongoing service jobs and provide timely updates to customers on work progress, technical findings, completion status, and any additional requirements.
6. Coordinate service support for marine navigation and communication systems.
7. Prepare and maintain service quotations, purchase orders, job orders, service reports and invoices
8. Liaise with overseas service stations, principals, agents, and partners to arrange technical support for vessels calling at international ports.
9. Monitor service job costs, spare-parts usage, outstanding jobs and billing status while ensuring services are completed within agreed timelines and commercial requirements.
10. Support and guide junior service coordinators, improve service coordination processes, and work closely with the technical and sales teams to maintain high standards of customer satisfaction.

Requirements

1. Min GCE 'A' Levels or Diploma in Marine Engineering, Electronics, Electrical Engineering, Maritime Studies, or a related technical discipline.
2. Minimum 5 years of customer service experience
3. Strong planning, coordination, customer-service and problem-solving skills, with the ability to manage multiple vessel service jobs and urgent requirements simultaneously.
4. Excellent communication and interpersonal skills

Clarence Khoh
R1552376