Customer Care Center (Otis Hotline):
- Daily receive customers’ calls through the Otis Hotline for the whole company nationwide.
- Provide prompt responses to customers’ requests/questions with a professional customer service.
- Upon receiving customers’ calls, assign the call-back to the mechanics on duty.
- Follow up with mechanics on the call-backs status, then promptly record them in the reporting system. Escalate internally as per escalation process before customer escalation.
- Update and record the call-back data on SMS in full & on time, including callbacks from the night before or over the weekend.
- Prepare daily call-back status to the FOD Supervisor / Manager with detailed record management.
- Ensure Otis hotline operation standards and customer requirements are always met.
Reception Operation Counter:
- Take charge of the reception counter, receive incoming calls and transfer to the right person.
- Welcome, greet, and accommodate all guests.
Warehouse operation (HCM)
- Facilitate spare parts & consumable material in-out from the warehouse in accordance with Sales Order (SO) created by the Supervisors.
- Track inventory count and raise requisition when inventory is low on a monthly basis.
- Conduct & supervise the physical stock counts with finance/accounting.
- Support Supervisors to identify safety hazards inside the warehouse and put in place systems & controls to ensure safe working.
- Handle all related documents of the warehouse and monitor the reports properly.
- Follow & comply with EHS, Ethics responsibilities & accountabilities in accordance with the company policy.
- Keep company’s equipment in good condition and strictly follow company’s policies
- Perform other duties as assigned by the manager.
QUALIFICATION & REQUIREMENTS
- Holding a College/University degree.
- Having at least 1-2 years of working experience in customer service, call-centre, telephone operator.
- Having experience in elevator & escalator industry is an advantage.
- Having a nice voice and good customer service mindset.
- Having good listening, communication, and problem-solving abilities.
- Having a supportive teamwork and willingness to learn & grow.
- Be proficient in English communication and using MS offices.
- Able to work under high pressure and handle customers’ requests.
- Able to work with multi-tasks and in a fast-paced environment.