Service Commercial Executive at Glory Global… · Kuala…

The Service Commercial Executive is one of the main pillars of the service team, the role takes responsibility for the timeliness of maintenance contract renewal and the general service operation work, including creating work orders, quotations, purchase orders, security pass clearance applications, orders etc.

Key Responsibilities

Maintenance contract renewal

• Prepare maintenance contract renewal in time, taking into consideration of the price negotiation and administrative process time requirement.
• Preparing quote and follow-up for contract signature
• Handle customers’ enquiries
• Prepare monthly renewal report
• Maintain up-to-date customer and equipment details in the system.

Service operation

• Prepare service quotes and purchase orders
• Follow up for quote approvals
• Issuing RMA
• Work order management (create, follow up, close)
• Final check after contract generation
• Update system records
• Planning of service schedule
• Track and analysis of service KPI
• Participate in continuous process improvement

Customer Experience

• Managing call centre promptly
• Identifying customers’ needs and clarifying information
• Maintaining service database and generating reports
• Build sustainable relationships and engage customers by taking the extra mile
• Determining the quickest, most effective ways to answer a client’s or customer’s questions
• Escalating queries and concerns, when necessary
• Troubleshooting common issues with products or services
• Applying for security pass clearance for service team members
• Follow-up with the customers as part of feedback collection
• Other admin tasks as needed.

---

Skills, Knowledge & Expertise

Qualifications

• Minimum Diploma or Degree in any discipline
• Fluent in conversation English, additional languages will be a plus

Experience

• Minimum 2 years of similar experience in a service environment
• Experience and comfortable in using ERP software (JDE, Oracle, SAP, etc..)
• Familiar with fast-paced service operation environment
• Experienced in owning Net Promoter Score (NPS) process will be a major plus

Skills and Attributes

• Excellent communication (written and verbal) and interpersonal skills
• Ability to work independently with a problem-solving initiative attitude
• Strong customer service orientation is a must
• Composed, organized, and persistent with the ability to handle difficult customers with sound judgement power
• Intermediate level of MS Excel is required, such as able to do minimally pivot table, vlookup etc.
• Willing to learn and grow mindset
• Cheerful and outgoing personality