This is a pivotal role at the heart of the company's business operations, blending high-level customer and provider support with operational responsibility and workflow control. The primary goal of this position is to ensure professional, clear, and organized service delivery while maintaining a positive customer experience and closely monitoring service execution.
Key Responsibilities:
Customer Service & Interface Management
Multichannel Support: Provide ongoing assistance to company clients, service providers, and office teams across various communication channels.
Key Account Management: Deliver personalized support to key accounts, including sending service reports and visit summaries, and updating task statuses.
Billing Control: Review and approve service reports to ensure accurate and proper client billing.
Systems Management: Onboard new clients, update records, and configure user profiles across various technological platforms.
Ticket Resolution: Manage and close service tickets within external client portals.
Field Service Monitoring & Control:
Work Order Creation: Process incoming requests and generate work orders for service providers based on cross-departmental needs.
Proactive Tracking: Review periodic reports to determine execution statuses and proactively follow up with service providers.
Operational Document Processing: Receive, process, and input manual work orders, ensuring system data is up to date.
Data Modification: Review and adjust existing work approvals (e.g., dates, pricing, execution details, and quantities) following work plan updates or internal team requests.
Ongoing Communication: Dispatch messages and updates to service providers regarding open tickets, casual clients, and status changes.
Complex & Specialized Issue Management:
Regulatory Requests: Handle ongoing requests that require special approval processes or specific regulatory compliance.
External Coordination: Liaise with authorities and external bodies to issue the necessary certifications and approvals for clients.
Service Provider Scheduling: Assign internal or external service providers to execute specialized treatments.
Operational Projects:
Project Execution: Participate in and drive ad-hoc or ongoing projects that support departmental activities, such as implementing task management systems, inquiry monitoring tools, or process automation