Service and Support Coordinator

About Our Company:

We are a leading provider of logistics automation solutions in Europe. We specialize in creating innovative systems that enhance the efficiency and accuracy of parcel management. As we continue to expand, we are looking for a dedicated Service and Support Coordinator to join our team from the Philippines.

Position Overview:

We are seeking a highly organized and proactive Service and Support Coordinator to handle inbound support tickets, coordinate technical personnel, and ensure timely communication with all stakeholders. The ideal candidate will excel at problem-solving, task scheduling, and maintaining strong relationships with clients and partners.

Key Responsibilities:

• Ticket Management: Handle inbound support tickets promptly and efficiently, ensuring all issues are documented and resolved in a timely manner.
• Technical Coordination: Coordinate the availability and deployment of technical personnel to address service tasks.
• Stakeholder Communication: Communicate proactively with all stakeholders to identify problems, create solutions, and implement fixes and improvements.
• Task Scheduling: Schedule and assign service tasks in line with customer service contracts, ensuring all tasks are completed as per the agreement.
• Supplier and Partner Relations: Maintain contact with suppliers and service partners, ensuring they meet their service level agreements (SLAs).
• Report Processing: Receive and process reports from internal and subcontract engineers, ensuring accurate and timely documentation.
• Video Meetings: Attend video meetings with colleagues, clients and partners to discuss ongoing issues, solutions, and service improvements.
• Relationship Building: Build and maintain cooperative and professional relationships with clients and colleagues at all levels.
• Reporting and Presentations: Produce reports and presentations as required to communicate service performance and improvements.

Qualifications:

• Experience: Minimum 2 years of experience in a service coordination or support role.
• Skills: Proven time and task management skills. Attention to detail is a must, and commercial experience would be a big advantage.
• Communication: Excellent verbal and written communication skills in English.
• Problem-Solving: Proven ability to identify problems, develop solutions, and implement fixes.
• Technical Knowledge: Basic understanding of technical support processes and logistics automation systems is a plus.
• Software Proficiency: Proficient in using Microsoft Office365, ticketing systems, scheduling software, and video conferencing tools.
• Interpersonal Skills: Ability to build and maintain professional relationships with clients, colleagues, and partners.

How to Apply:

Interested candidates are invited to submit their resume along with a cover letter detailing their experience and suitability for the role to Click to view.