Service Coordinator
Posted 24 days ago
You'll complete your application on Manila Recruitment's career site.
About the Role
As a Service Coordinator, you act as the central liaison for help desk inquiries and incoming service tasks. You are vital to upholding service quality by overseeing ticket workflows and guaranteeing that technical problems are resolved quickly and proficiently. This role requires you to bridge the gap between clients, internal personnel, and leadership to ensure operational efficiency and client contentment. Operating in a dynamic setting, you function as the core of incident management by tracking service boards and recording communications, which helps drive resolutions and uncover potential process enhancements. This position is suited for a detail-oriented individual who excels at juggling multiple tasks and communicating clearly to align technical execution with service requirements.
Requirements
- You should possess an Associate degree in a relevant discipline or have obtained equivalent experience.
- You must have between one and three years of professional background in dispatch, service coordination, help desk, or customer support functions.
- You need to be proficient in using service or ticket management tools like ServiceNow or ConnectWise.
- You are expected to demonstrate strong organizational capabilities, high attention to detail, and the capacity to manage multiple responsibilities simultaneously in a busy workplace.
- You must have excellent command of written and spoken English to facilitate efficient live interactions with clients.
- You should demonstrate the ability to collect precise data, determine client requirements, and manage effective collaboration across billing, procurement, and engineering departments.
- You must be able to rapidly adapt to new software systems and show a proactive mindset in predicting future requirements.
Responsibilities
- You will serve as the initial contact for service requests and help desk inquiries, ensuring adherence to all operational guidelines and service quality benchmarks.
- You will allocate incoming tickets to the correct staff member or department.
- You will perform daily reviews of service boards to confirm that investigations and resolutions occur on schedule.
- You will maintain proactive and clear communication with both clients and internal colleagues.
- You will record precise and comprehensive notes regarding all customer interactions in the ticket tracking software.
- You will continuously monitor service boards throughout your shift, verify tickets from the prior day for mistakes, and collaborate with the Escalation Team and Service Manager to address bottlenecks or difficult cases.
- You will oversee quality metrics to recognize where training is needed, analyze persistent trends to avoid repetitive problems, and organize necessary preparations and staging for upcoming installations.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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