To perform basic support function and to professionally handle, monitor and process refrigeration and HVAC alarms, inbound calls, service requests, including but not limited to : troubleshooting, relaying refrigeration / HVAC alarms, dispatching work orders and other customer requests pursuant to customer specifications for a 24 / 7 department operations.
To provide service and support to the Department customers, internal and external to the Organization.
This position is responsible for proactively serving the customer with a standard of excellence. This includes all aspects or service support, including Alarm Management functions such as outbound alarm monitoring, inbound call handling & dispatch and any other service support required by the Department
ALARM MANAGEMENT & SMART DISPATCH
1. Responsible for interrogation of refrigeration and / or HVAC alarms received and diagnosing them based on Service Level Agreement with external customers
2. Deliver alarm information with accurate documentation by calling or sending email to external customers
3. Generate and dispatch service work orders pursuant to customer procedures
4. Answer inbound and transferred calls and address them as necessary
Graduate of 4-year degree
Graduate of any Engineering course will also be considered.
WORK EXPERIENCE OR TRAINING
Preferred two (2) years experienced gained from interactive customer service and related functions.
At least one (1) year experience gained from marketing, sales, supply chain, engineering, manufacturing and service related business
Background in offshore service operations is an advantage.
SKILLS AND ABILITIES
Minimum of six (6) months experience in customer service
Technical-savvy and proficient in MS Office
Excellent English communication skills, can convey information clearly and effectively both written and oral.
Listens actively and effectively.
Good interpersonal skills and teamwork, can collaborate and works well with others, willing to take new instructions and work requests.
Can do multi-tasking
With Problem-solving and analytical skills
Results-oriented, flexible, organized and systematic
Attention to details
Self-driven and motivated
OTHER WORK CONDITIONS
Willing to work on shifting operations which may include work on weekends with scheduled day off, to support the assigned business and customers.
Willing to work over time or on rest day over time to support manpower requirement of the operations during critical days and / or peak season.
Must be able to effectively and independently function while maintaining a positive energy level in an environment of constantly shifting demands.
Plans and aligns
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