Position Overview:
The Service Operations Specialist in the Maintenance business unit serves as the primary point of contact for clients, handling inquiries, scheduling maintenance, and coordinating with technical teams to ensure timely and efficient service delivery. This role is crucial in maintaining high levels of customer satisfaction and supporting the overall efficiency of our maintenance operations.
Key Responsibilities:
Service Contract Management
- Assist in the preparation and renewal of service contracts
- Explain contract terms and conditions to customers
- Monitor contract expiration dates and initiate renewal processes
- Coordinate with the sales team for upselling opportunities
- Ensure service delivery aligns with contract specifications
- Address customer inquiries related to their service contracts
Customer Communication
- Respond to customer inquiries via phone, email, and in-person with professionalism and courtesy
- Schedule routine maintenance and emergency service calls
- Provide updates to customers on the status of their service requests
- Handle and escalate complaints according to company procedures
Service Coordination
- Liaise between customers and maintenance technicians to facilitate efficient service delivery
- Dispatch technicians for emergency repairs and routine maintenance
- Monitor service progress and follow up on completed work
Record Keeping
- Maintain accurate customer records and service histories in the company's CRM system
- Document all customer interactions, including inquiries, complaints, and resolutions
- Assist in generating reports on customer service metrics
Technical Knowledge
- Develop a basic understanding of elevator systems and common maintenance issues
- Accurately interpret and communicate technical information between customers and maintenance teams
Process Improvement
- Identify and report recurring customer issues or service inefficiencies
- Contribute ideas for improving customer service processes and procedures
Compliance
- Ensure all customer interactions and service scheduling adhere to company policies and industry regulations
- Maintain confidentiality of customer and company information
3+ years of experience in customer service, preferably in the elevator or related mechanical/electrical maintenance industry.Outstanding interpersonal skills with a customer-first mindsetStrong organisational skills and attention to detailExcellent verbal and written communication skillsProficiency in CRM software and Microsoft Office SuiteStrong problem-solving and conflict resolution abilitiesAbility to work in a fast-paced environment and handle multiple tasks simultaneouslyTeam player with the ability to work collaboratively with various departments