Senior Customer Service Executive

Responsibilities

• Coordinate and manage daily service activities.
• Plan and schedule service engineers and technicians for onboard vessel attendance, ensuring timely deployment according to customer and operational requirements.
• Serve as the key point of contact between customers, vessel owners/managers, service engineers, agents, suppliers and other stakeholders on service-related matters.
• Review service requests and technical requirements to ensure the appropriate manpower, spare parts, tools, documentation, and resources are arranged before vessel attendance.
• Monitor ongoing service jobs and provide timely updates to customers on work progress, technical findings, completion status, and any additional requirements.
• Coordinate service support for marine navigation and communication systems.
• Prepare and maintain service quotations, purchase orders, job orders, service reports and invoices
• Liaise with overseas service stations, principals, agents, and partners to arrange technical support for vessels calling at international ports.
• Monitor service job costs, spare-parts usage, outstanding jobs and billing status while ensuring services are completed within agreed timelines and commercial requirements.
• Support and guide junior service coordinators, improve service coordination processes, and work closely with the technical and sales teams to maintain high standards of customer satisfaction.
  
  

Requirements

• Min GCE A Levels or Diploma in Marine Engineering, Electronics, Electrical Engineering, Maritime Studies, or a related technical discipline.
• Minimum 5 years of customer service experience.
• Strong planning, coordination, customer-service and problem-solving skills, with the ability to manage multiple vessel service jobs and urgent requirements simultaneously.
• Excellent communication and interpersonal skills.
  
  

Clarence Khoh

R1552376