Back Office Executive

GENERAL DUTIES & RESPONSIBILITIES • To know and develop proficiency in handling internal company software platforms i.e. CRM, Service Track and any other systems that may be introduced. • Organisation of schedule and planning of all service (including contracts, jobbing, call outs, etc.) requirements on a daily, weekly and monthly basis for all technicians within the branch • Priority-wise planning of all due for Renewals visits, enquiries, call outs and complaints • Liaise with Sales and Service team to best accommodate urgent service visit appointments and communicate changes to affected customers timely. • Ensure customer service-related complaints or termination notifications are attended to effectively and promptly. Manage service documentation and ensure all customer/technician’s feedback are followed up with actions • Ensure all service data from SR and check list work order , service orders and other sources is updated accurately into business systems in timely manner • Supports business transition from paper-based to system and digital-based planning, visit documents, whilst upholding documentation integrity. • Review service report with OE and BM and highlight areas of concern – critical backlog and weekly trend to manager. • Reviews and provides service compliance updates daily. • Assist & help Assistant Branch Manager/Branch Manager in monitoring service productivity and efficiency related KPIs • Maintain positive working relationship and effective communication with Sales & Service Colleagues, Supervisor, Technician, Operations staff for any service related issues. Coordinate with Sales for any available slots, time adjustment for new sales scheduling. • Work with management to correct service areas distributed across the business based on annual revenue from areas, time on site, travel time & routine requirements • Expected to be knowledgeable about company safety policies and safety (SRA) requirements on the job, be able to read and understand company policies • Any unresolved issues should be quickly elevated to the next level of management for prompt resolution • Any other similar duties as and when specified by the manager KEY DELIVERABLES • On time service planning • Achieving progressive improvement in targets assigned by the team, • Minimizing service backlog (meet our contractual obligations) Requirements: CORE COMPETENCIES • Be decisive • Attention to details and accuracy • Planning & organizing • Analytical skills • Customer oriented • Negotiation skills would be an added advantage • Ability to work patiently in a dynamic service environment EDUCATIONAL / OTHER REQUIREMENTS • Minimum graduation with 1 to 3 years of relevant experience of managing team • Basic computer skills - for reporting/work management (Advanced computer skills would be an added advantage) • Communication - speaking on phone to external customers & internally with technicians, other Operations colleagues. • Knowledge of territory which is handled for planning • Liaise with the Operations Manager, Operations Executive, Junior Operations Coordinator, Local Service Supervisors to establish service requirements and provide information, assurance and advice as required • Communicate all service issues in a timely manner to the ABM/BM, Operations Manager .