About this role
ROLE TITLE: Customer Support Coordinator FUNCTION: Service REPORTING: Customer Support Team Lead LOCATION: Malaysia Introducing Glory With a culture rooted in innovation, Glory’s people are transforming our customer’s businesses every day. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. This reputation is built on our pioneering software and hardware combined with our dynamic people. Alongside our technology, it’s our people who drive our success. ROLE PURPOSE The Customer Support Coordinator will primarily manage inbound calls from contracted customers. Actions resulting from these calls include but are not limited to, providing first level support through the use of trouble shooting guides, effectively creating a service ticket if first level support is unsuccessful, allocating service tasks to an appropriate Field Service Engineer and tracking the service ticket until completion. In addition, the Customer Support Coordinator will be required to make outbound calls to Glory customers for the purpose of scheduling ad-hoc tasks and preventative maintenance. MAIN RESPONSIBILITIES Customer Support: Inbound call management, creating service tickets and managing escalations from contracted customers. Scheduling Field Service Engineers/Agents to meet strict response times. End-to-end monitoring of service tickets to ensure that customer SLA’s are achieved and escalating when SLA’s are at risk Schedule Preventative Maintenance and Installation visits. Provide first level support to customers. Ensure the Service Management System is accurate by confirming and updating customer details. Provide exceptional customer service. Other duties as necessary. Process Improvements: Understand the scheduling processes for job assignment, Preventative Maintenance and upgrade requests, and work with the Customer Support Team Lead to improve the effectiveness of scheduling and customer satisfaction Health & Safety: Adherence to Health & Safety policies and procedures at all times. Ensure the prompt and accurate reporting of all workplace incidents and injuries. Ensure all hazards are promptly assessed for their significance and managed according to the hazard management process.