Customer Service

Work Format :

Full-time offline role, Monday-Friday, 9:00-18:00, with 1 hour lunch break.

Main Goals and Results of the Role

• The Service Manager is responsible for all customer service after installation: warranty cases, complaints, post-sales communication, service coordination, client loyalty, and reviews.
• The main result of this role is that every client after delivery receives proper service, warranty support, fast communication, and a positive recovery experience if something goes wrong.

Responsibilities, Functions, and Ownership

A. Customer Service Communication

• Manage customer service phone/WhatsApp.
• Receive client requests after installation.
• Respond quickly during working hours.
• Clarify the issue.
• Keep the client updated until the issue is resolved.
• Communicate calmly and professionally with unhappy clients.

B. Service CRM / Service Tracker

• Add every service request to CRM or service tracker.
• Record client name, product, location, issue, warranty status, responsible executor, deadline, and next step.
• Update service case statuses.
• Close service cases only after the issue is solved and the client is informed.

C. Warranty and Service Cases

• Check warranty card and warranty period.
• Classify service cases as warranty, non-warranty, supplier issue, in-house chiller issue, client misuse, or external issue.
• Organize warranty service through suppliers when supplier product is responsible.
• Organize technical team work when in-house chiller is involved.
• Coordinate site visits if needed.
• Control deadlines for service work.
• Collect photo/video proof after service.

D. Complaints and Client Loyalty

• Receive complaints professionally.
• Identify the reason for the complaint.
• Propose next step or solution.
• Recommend bonus, gift, or compensation if the client had a bad experience because of delay, defect, or company mistake.
• Collect client feedback after service.
• Ask what the client liked or disliked.
• Request positive reviews when obligations were fulfilled.
• Escalate serious complaints to CEO only when there is financial, legal, or reputational risk.

E. Google Maps and Reviews

• Monitor Google Maps reviews.
• Reply to positive reviews.
• Escalate negative reviews.
• Coordinate recovery actions for unhappy clients.
• Ask satisfied clients to leave reviews.

F. Product and Service Improvement

• Track repeating problems.
• Track recurring supplier issues.
• Track recurring technical issues.
• Send insights to Operations, Product Manager, Technical Team, and CEO.
• Suggest improvements to service process.