Office Administrator

We are seeking a proactive and organized Office Administrator to manage customer communication, service coordination, complaint handling, and administrative support for our refrigeration, HVAC, and cold storage business. The role involves ensuring timely responses to customer concerns, tracking service activities, coordinating with technical teams, and maintaining high service standards.

• Key Responsibilities:Handle customer complaints, service requests, and escalation cases through email, phone, and other communication channels.
• Coordinate with service engineers, technicians, and operations teams to schedule visits and ensure timely issue resolution.
• Provide regular service updates to customers regarding complaint status, maintenance schedules, and project progress.
• Draft, send, and respond to customer emails, quotations, acknowledgements, and service-related communications professionally.
• Maintain records of service calls, complaint logs, AMC details, work orders, and customer databases.
• Follow up with customers after service completion to ensure satisfaction and collect feedback.
• Track pending complaints and ensure adherence to service turnaround timelines (TAT).
• Support preparation of service reports, invoices, purchase requests, and documentation.
• Coordinate internally with sales, accounts, warehouse, and service departments for smooth operations.
• Maintain filing systems and ensure accurate documentation of contracts, agreements, and service records.
• Generate periodic reports on customer complaints, pending issues, and service performance metrics.
• Assist management in day-to-day administrative and operational activities.