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Customer Care Coordinator

55 minutes ago

Pasig City, Philippines FASTRONICS SALES AND SERVICES INC., Full time

Act as the primary point of contact for all warranty repair inquiries for monitors.

Provide customers with accurate repair assessments, cost estimates, lead times, and service updates.

Coordinate appointment schedules, unit pick-up/drop-off, and service documentation.

Ensure customer concerns are addressed promptly and professionally.

Log all incoming RW repair requests in the service management system.

Coordinate with Service Engineers for diagnostics, findings, and recommended parts or repair solutions.

Track repair progress from receipt of the unit to completion and release.

Ensure accuracy and completeness of repair reports and service documentation.

Communicate with OEM partners regarding repair and TAT.

Prepare and send repair reports to OEM partners.

Secure customer approval of monthly reports for billing.

Coordinate issuance of billing, and service-related documents.

Monitor service turnaround time and escalate delays when needed.

Ensure clear, consistent, and timely updates to customers throughout the service cycle.

Support efforts to enhance customer satisfaction and improve RW service processes.

Maintain accurate records of RW repair transactions, and customer interactions.

Generate daily, weekly, and monthly reports on service status, turnaround time, and customer feedback.

Support continuous process improvement initiatives related to RW repairs.