Job Role

The Support Officer is responsible for coordinating customer service requests and complaints, supporting the daily operations of the Support Department, and ensuring that service activities are properly scheduled, documented, followed up and reported.

The role serves as a key coordination point between customers, the Director, technicians, drivers and other internal departments. The successful candidate will help ensure that customer issues are addressed promptly, technicians and resources are effectively coordinated, service records are accurately maintained, and customers receive consistent follow-up.

The position requires a highly organised, customer-focused and detail-oriented individual with strong communication, administrative and follow-through skills.

2. Strategic Purpose of the Role

• Improve the responsiveness and coordination of customer support and service activities.
• Ensure customer complaints and service requests are recorded, tracked and followed through to resolution.
• Support effective daily planning and deployment of technicians, vehicles and other service resources.
• Maintain accurate service, contract, quotation, payment and customer records in the relevant systems.
• Strengthen communication between the Support Department, customers and other departments.
• Support customer satisfaction through regular follow-ups, service quality checks and timely reporting.

3. Key Responsibilities

A. Customer Support & Complaint Management

• Receive and respond to incoming customer complaints, enquiries and service-related issues.
• Record customer issues and assist with daily service reporting and entry of relevant information into the Salesforce/CRM database.
• Coordinate the resolution and scheduling of customer issues in liaison with the Director.
• Advise customers on the company’s service conditions, including visitation charges, outstanding account balances and other applicable service requirements.
• Conduct daily follow-ups with customers on services provided and report feedback and quality concerns to the Director.
• Check customer satisfaction for customers attended to during the week and escalate unresolved concerns.

B. Service Planning & Technical Team Coordination

• Coordinate the next day’s customer service schedule in consultation with the Director.
• Arrange daily work schedules for technicians, vehicles and drivers, taking account of customer priorities and available resources.
• Maintain an up-to-date record of technicians’ capabilities to support service planning and allocation of duties.
• Distribute or coordinate duties for the technical team in consultation with the Director.
• Maintain the AMC attendance list and arrange scheduled service visits within the required timelines.
• Follow up on installation works, including timelines, overtime requirements and facilitation arrangements.

C. Contracts, AMC Renewals & Customer Follow-up

• Coordinate Annual Maintenance Contract (AMC) renewals and ensure newly added scales or equipment are included during renewal.
• Record and follow up on customer contract renewals and equipment stamping requirements.
• Monitor upcoming renewal dates and coordinate timely communication and service arrangements.
• Follow up on support-department-related payments and outstanding customer balances.

D. Quotations, Invoicing & Service Documentation

• Follow up on quotations and monitor their status, customer responses and progress.
• Prepare service quotations for review and approval by the Director before dispatch.
• Update quotation and opportunity progress in the Salesforce/CRM system.
• Prepare and coordinate service-team documents, including invoices, delivery notes, quotations and contracts.
• Assist with the documentation, recording and dispatch of all departmental outgoing items.

E. Tools, Equipment & Operational Records

• Maintain an up-to-date register of test weights and ensure the register is properly organised.
• Ensure tools are recorded, reconciled, up to date and maintained in good working condition.
• Coordinate prior arrangements for loading and offloading roller weights and other machinery required at customer sites.

F. Administration, Reporting & Cross-Departmental Coordination

• Coordinate administrative matters relating to the Support Department with other departments.
• Prepare and submit daily reports to the Director covering service activities, customer issues, follow-ups and outstanding actions.
• Assist in preparing, compiling, filing and entering daily service information into the relevant database and records.
• Maintain accurate and accessible departmental records and follow up on pending actions to ensure timely completion.

Qualification

4. Qualifications & Experience

• Certificate or Diploma in Business Administration, Customer Service, Office Administration, Business Management or a related field.
• A relevant bachelor’s degree will be an added advantage.
• At least 2 years’ experience in customer support, service coordination, technical administration or a similar operational support role.
• Experience coordinating service teams, schedules, customer requests or field-service activities will be an advantage.
• Experience preparing quotations, invoices, delivery notes, contracts and routine operational reports is desirable.

5. Key Competencies

• Administrative documentation, filing and record management.
• Preparation and tracking of quotations, invoices, delivery notes and contracts.
• CRM/database data entry and record maintenance, preferably Salesforce.
• Strong customer-service orientation and professional communication.
• Excellent organisation, planning and time management.
• High attention to detail and accuracy in record keeping.
• Proactive follow-through and accountability.
• Problem-solving ability and sound judgement when escalating issues.
• Ability to coordinate multiple tasks and respond to changing priorities.
• Teamwork and effective coordination across departments.