Service Coordinator

3 days ago

Taguig, Philippines Innovation Technology By Design Full time

Responsibilities

  • Service Request Management
  • Log, track, and prioritize service tickets.
  • Ensure timely assignment and resolution of service issues.
  • Monitor ticket queues and escalate as necessary.
  • Client Communication
  • Serve as the first point of contact for clients regarding service-related inquiries.
  • Provide regular updates on ticket progress and resolution status.
  • Scheduling & Coordination
  • Schedule field engineers or technical resources for onsite/offsite support.
  • Coordinate with different teams (e.g., NOC, technical support, vendors) for timely service delivery.
  • Documentation & Reporting
  • Maintain accurate records of service requests, incidents, and resolutions.
  • Generate reports on service performance, incident trends, and SLA compliance.
  • Process Adherence
  • Ensure all procedures align with ITIL or company-defined service management standards.
  • Recommend process improvements for more efficient service delivery.
  • Client Satisfaction & Feedback
  • Collect feedback post-service and address any concerns to maintain high customer satisfaction.
Qualifications
  • Must have a prior minimum 1 year of experience CSR Voice Account
  • Must have experience working with international clients or customers - US, US, Canada or Australia
  • Must be flexible to work any shift in a 24/7 operation including night shifts
  • Candidate should be amendable to work from office
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