Service Operations Admin (Customer Service)

• Must be able to start on 1 Dec 2025.
• Office location: Science Park

Responsibilities

The role also entails report generation, compliance with established service standards, and providing administrative support as required.

• Handle incoming calls and emails from customers in accordance with established Service Level Agreements (SLAs).
• Accurately log, track, and update service requests, incidents, and tickets within the ITSM portal.
• Dispatch and coordinate Field Service Engineers (FSEs), ensuring service orders are assigned promptly and effectively.
• Register customer interactions in the service management system, following defined call management processes and ensuring adherence to quality standards.
• Prepare and analyze operational reports using Microsoft Excel, including the use of formulas, VLOOKUP, and Pivot Tables.
• Monitor open cases to ensure timely escalation, follow-up, and resolution.
• Deliver professional and clear communication to both customers and internal stakeholders.
• Support continuous service improvement initiatives and compliance with internal policies and procedures.
• Perform any ad hoc duties as assigned by the Team Lead or Management.

• Minimum GCE ‘N’ Level / ITE NITEC qualification or equivalent qualification.
• 1 year of relevant experience in a call center, helpdesk, or IT service desk environment preferred.
• Proficient in Microsoft Office Suite, with advanced skills in Excel (VLOOKUP, Pivot Tables, and reporting functions).
• Familiarity with ITSM platforms (e.g., ServiceNow, Remedy, ManageEngine) will be advantageous.
• Excellent communication skills
• Strong customer service orientation with the ability to manage challenging situations professionally.
• Detail-oriented, well-organized, and able to work independently as well as collaboratively within a team.Prepare and process quotations, sales orders, invoices, and delivery order
• Assist to generate reports
• Process incoming orders and ensure price accuracy and stock sufficiency
• Act as a point of contact for customers on order status, delivery, and general inquiries.
• Support the sales team in maintaining strong customer relationships.
• Provide other admin support required

• Preferably 1–3 years of experience in sales administration or a similar role.
• Familiar with Microsoft Office
• Experience in SAP will be advantageous
• Attention to Details
• Ability to liaise with different stakeholders