Senior Customer Service Coordinator

3 weeks ago

Pasig, National Capital Region, Philippines Satellite Office Full time

SAFETY

Ensure that in own area of accountability, GJK complies with all aspects ofrelevant Health and Safety Legislation applying to the business andemployees, including:

  • Communicating Work Health and Safety (WHS) information to Employees,
    contractors and visitors & where applicable authorities,
  • Ensuring WHS policies, procedures and reporting systems are workable,compliant and accessible to employees at all levels.
  • Complying with any and all WHS reporting requirements for incidents,injuries and near miss events.
  • Ensuring Hazards are addressed using the hierarchy of controls.
  • Ensuring WHS investigations are undertaken thoroughly to identify and resolve root causes.

Active participation in the development of a strong safety culture,underpinned by strong communication, sound and appropriate processesand procedures, a non-punitive reporting culture and a focus on hazardidentification and reduction at all levels

WORK ORDER MANAGEMENT

  • Raise and distribute all work orders, prioritising emergency work orders
  • Follow up with relevant stakeholders to gather information on work order status
  • Escalate outstanding work orders / issues to relevant stakeholders.
  • Liaise with customer call centres to provide closures, updates, ETA's and scheduled dates on work order requests.
  • Assist subcontractor enquiries relating to SPW's, locations, periodical tasks, complaints, quotes and consumable requests
  • Obtain Purchase Order extensions, quote approvals and work details as required

DIRECT CUSTOMER SUPPORT

  • Receive all inbound customer correspondence including open callrequests, complaints, general enquiries, compliance, quote enquiries, etc (email and phone)
  • Respond promptly and professionally to all calls, emails and faxes, ensuring that the needs of the person are identified and appropriately actioned.
  • Assist GJK employee enquiries, particularly Operations and Customer
    Service Managers.

ADMINISTRATION

  • Develop and maintain up to date Periodical Registers and provide copy to customers monthly
  • Provide up to date monthly Cleaner Registers to customer
  • Prepare, collate and distribute Site Manuals, Communication Books and Cleaner Sign in / out Registers as required
  • Record and action Change of Cleaner notifications and maintain relevant registers
  • Manage and distribute ID cards as required
  • Ensure systems and databases in the responsibility of the Customer Service Centre are maintained and in good working order
  • Provide available support to operations

REPORTING

  • Ensure internal and external reporting requirements are of the highest standard and delivered within timeframes
  • Compile security, OH&S and environmental incident reports from Solvsafety for reporting purposes

SPECIAL PROJECTS / TRANSITIONS / SHUTDOWNS

  • Provide available support in the transition / shutdown of new contracts to assist in ensuring timeframes are achieved
  • Complete all project work to high quality and within timeframes

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