The Role
Manage inbound customer calls, provide first-level troubleshooting, create and track service tickets, schedule and allocate Field Service Engineers, monitor SLAs, schedule preventative maintenance and installations, maintain accurate service management records, and work with the team lead to improve scheduling processes while adhering to health and safety procedures.
Summary Generated by Built In
ROLE TITLE: Customer Support Coordinator
FUNCTION: Service
REPORTING: Customer Support Team Lead
LOCATION: Malaysia
Introducing Glory
With a culture rooted in innovation, Glory’s people are transforming our customer’s businesses every day. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. This reputation is built on our pioneering software and hardware combined with our dynamic people. Alongside our technology, it’s our people who drive our success.
ROLE PURPOSE
The Customer Support Coordinator will primarily manage inbound calls from contracted customers. Actions resulting from these calls include but are not limited to, providing first level support through the use of trouble shooting guides, effectively creating a service ticket if first level support is unsuccessful, allocating service tasks to an appropriate Field Service Engineer and tracking the service ticket until completion. In addition, the Customer Support Coordinator will be required to make outbound calls to Glory customers for the purpose of scheduling ad-hoc tasks and preventative maintenance.
Key Responsibilities
MAIN RESPONSIBILITIES
Customer Support:
- Inbound call management, creating service tickets and managing escalations from contracted customers.
- Scheduling Field Service Engineers/Agents to meet strict response times.
- End-to-end monitoring of service tickets to ensure that customer SLA’s are achieved and escalating when SLA’s are at risk
- Schedule Preventative Maintenance and Installation visits.
- Provide first level support to customers.
- Ensure the Service Management System is accurate by confirming and updating customer details.
- Provide exceptional customer service.
- Other duties as necessary.
Process Improvements:
- Understand the scheduling processes for job assignment, Preventative Maintenance and upgrade requests, and work with the Customer Support Team Lead to improve the effectiveness of scheduling and customer satisfaction
Health & Safety:
- Adherence to Health & Safety policies and procedures at all times.
- Ensure the prompt and accurate reporting of all workplace incidents and injuries.
- Ensure all hazards are promptly assessed for their significance and managed according to the hazard management process.
Skills, Knowledge & Expertise
REQUIRED QUALIFICATIONS
- Experience gained in a customer service environment with an emphasis on total quality
- Demonstrated experience establishing relationships with customers in a service role
- Service call scheduling experience preferred with experience in scheduling multiple resources and programs of work
REQUIRED SKILLS AND COMPETENCIES
- Self-confident with a can-do attitude
- The ability to work independently, flexibly, and with a high degree of initiative
- Proven team player, open and honest
- Computer literate and familiar with windows based applications
- Excellent presentation, communication and interpersonal skills
- Well developed planning and organisational skills with a keen attitude to detail
- Good capability to persuade and challenge/question customers and engineers
- Customer focused
- Strong business level of written and spoken English
- Highly organised and adaptable to manage deadlines for delivery
Job Benefits
Glory Values
The Glory Values represent our commitment to collaboration, diversity and innovation. They serve as a practical blueprint of how we work together both with colleagues and customers. By living these values, we can tackle new challenges, exceed expectations, enhance our skills, and foster trust and respect in our work relationships.
- Customer Delight. We put our customers first
- Integrity. We do the right thing, always.
- Innovation. We embrace new challenges and shape the future.
- Speed. We move fast, that’s how we stay ahead.
- Diversity & Respect. We value the strength in our differences.
- Teamwork. We succeed together.
Equal Opportunities
Glory believes in equal opportunity for all qualified persons and will not discriminate against any applicant for employment because of race, colour, religion, marital status, national origin, gender, age, disability, veteran status, or any other status protected by law.
Third Party Agencies
Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.
Why Join Us
Here at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation.
About
Global Leaders in Customer Experience Automation With a culture rooted in innovation, each day Glory’s people are transforming our customer’s businesses. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. That’s a reputation we’ve earned by combining our pioneering software and hardware with our dynamic people. Because alongside our technology, it’s our people who are driving our successes. Why Join Us Here at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation. Glory ValuesThe Glory Values are our ethos of working together, diversity and innovation: a practical blueprint of how we work together. We live our values wherever we are – with both colleagues and customers. Glory Values help us meet new challenges and exceed expectations. And they help us further our skills and work with trust and respect. Customer Delight. We put our customers first.Integrity. We do the right thing, always. Innovation. We embrace new challenges and share the future. Speed. We move fast, that’s how we stay ahead. Diversity & Respect. We value the strength in our differences. Teamwork. We succeed together.
Skills Required
- Experience in a customer service environment with emphasis on total quality
- Demonstrated experience establishing relationships with customers in a service role
- Service call scheduling experience with multiple resources and programs of work
- Self-confident with a can-do attitude
- Ability to work independently, flexibly, and with a high degree of initiative
- Proven team player, open and honest
- Computer literate and familiar with Windows-based applications
- Excellent presentation, communication and interpersonal skills
- Well developed planning and organisational skills with attention to detail
- Capability to persuade and challenge/question customers and engineers
- Customer focused
- Strong business level of written and spoken English
- Highly organised and adaptable to manage deadlines for delivery
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The Company
What We Do
Glory Global Solutions is a pioneer in developing and manufacturing cash handling machines and systems, providing integrated cash-transaction solutions that automate cash processes for retailers, financial institutions, and gaming operations.
