Job Description

The Service Coordinator will oversee the service and support functions for our lithium-ion battery products, ensuring that customer inquiries, issues, and service requests are handled efficiently and effectively. This role involves managing service operations, coordinating with internal teams and external service providers, and ensuring high levels of customer satisfaction.

Key Responsibilities:

• Customer Service Management:
• Serve as the primary point of contact for customer inquiries, complaints, and service requests.
• Provide timely and accurate responses to customers regarding product information, service requests, and issue resolution.
• Develop and maintain strong relationships with customers, addressing their needs and concerns.
• Service Operations Coordination:
• Schedule and coordinate service appointments, including installation, maintenance, and repair services.
• Ensure that service requests are assigned to appropriate service teams or external vendors.
• Monitor service progress and ensure adherence to service level agreements (SLAs) and deadlines.
• Issue Resolution:
• Investigate and resolve customer complaints and service issues.
• Collaborate with technical teams to diagnose and resolve product-related problems.
• Follow up with customers to ensure that issues are resolved to their satisfaction.
• Documentation and Reporting:
• Maintain accurate records of customer interactions, service requests, and service outcomes.
• Prepare and analyze reports on service performance, customer feedback, and service metrics.
• Identify trends and areas for improvement in service processes and customer satisfaction.
• Process Improvement:
• Develop and implement strategies to improve service efficiency and effectiveness.
• Provide feedback and recommendations for product improvements based on customer experiences and service issues.
• Stay informed about industry best practices and emerging trends in customer service.
• Collaboration with Internal Teams:
• Work closely with sales, technical support, and engineering teams to ensure alignment on service delivery and customer needs.
• Facilitate communication between customers and internal teams to resolve complex issues and ensure service excellence.
• Training and Support:
• Provide training and support to service staff on product knowledge, service procedures, and customer interaction techniques.
• Assist in the development of service training materials and resources.

Job Types: Full-time, Permanent

Pay: ?15,000.00 - ?35,000.00 per month

Benefits:

• Paid time off

Schedule:

• Day shift

Supplemental pay types:

• Performance bonus

Experience:

• total work: 1 year (Preferred)

Work Location: In person