Customer Care Assistant – Service Coordination

About the role

We are looking for a Customer Care Assistant to support after‑sales and service operations for commercial kitchen equipment. You will act as the main liaison between customers, field technicians and internal teams, ensuring service jobs are scheduled and completed efficiently.

Key responsibilities

• Receive and process service requests via phone, email or system.
• Schedule daily installation, maintenance and repair jobs, allocating technicians based on availability, location and skill set.
• Communicate appointment details, status updates and handle basic complaints for F&B outlets, restaurants and hotels.
• Liaise with technicians, sales, warehouse and logistics to prepare work orders, service reports and arrange spare‑part deliveries.
• Maintain accurate service records, invoices, quotations and track warranties, contracts and preventive‑maintenance schedules.
• Support performance tracking (response time, completion time) and contribute to workflow improvements.

Required profile

• Diploma or equivalent; relevant experience may substitute.
• 1–3 years of experience in service coordination, operations support or customer service, preferably in technical or industrial environments.
• Experience with commercial kitchen, F&B, HVAC or electrical equipment is a plus.
• Strong English communication skills; Mandarin or other languages are advantageous.
• Excellent organisational and multitasking abilities, calm under pressure.

Required skills

• Proficiency in Microsoft Office – Excel, Outlook and Word.
• Familiarity with service management systems or ERP platforms.