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USS Support Coordinator at Riana Group

--Powermax General Electrical Merchants Ltd--

Job Description

As the USS Support Coordinator, you will be responsible for project coordination of the USS Support activities of the day-to-day operations. Your role will involve back-office support, reporting and communication and client relationship management. You will also be a key liaison between the clients and the technical team, support team members, ensuring efficient and timely resolution of customer issues and inquiries. You will collaborate with cross-functional teams, monitor key performance indicators, and implement strategies to enhance the overall customer support experience.

Job Industry

Program/Project Implementation

Job Salary Currency

Job Salary Fixed

No

Key Deliverables

  • Support Team Coordination Lead – Project Coordination
  • Supervision of quality of work aspects.
  • Coordinate on project handovers to support.
  • Manage all client communication and correspondence.
  • Reporting and information sharing – daily, weekly, monthly…
  • Compliance and documentation observance.
  • Compilation of checklists for all functions.
  • Sending of quotations and coordination with the imports team.
  • Follow up on quotes from clients.
  • Coordinate delivery of items for the support function.
  • Keeping clients/Team Lead updated on status of imports/queries /support.
  • Performance monitoring, feedback and improvement.
  • Visit clients for relationship building and management.
  • Back office support for the USS Support function.
  • Process improvement identification.
  • Attend meetings as required.
  • Collaborate with internal stakeholders to gather customer feedback and insights, identify trends, and communicate customer pain points to relevant teams for product improvement.
  • Stay updated on industry trends, emerging technologies, and customer support best practices, and proactively share knowledge and recommendations with the team.

Essential Qualities

Essential Qualities
  • Bachelor’s degree in a relevant field or equivalent work experience.
  • Proven experience (2+ years) in a customer support role, with at least 2 years in a leadership or team lead capacity.
  • Knowledge and experience in security management solutions i.e. Entrance control, Access control, Fire Alarm, Intrusion Alarm, CCTV and BMS system will be an added advantage.
  • Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
  • Strong leadership and team management abilities, with a track record of developing and motivating a high-performing team.
  • Proficiency in customer support tools and systems, such as help desk software, customer relationship management (CRM) platforms, and knowledge base systems.
  • Analytical mindset with the ability to leverage data and metrics to drive performance improvements and make informed decisions.
  • Exceptional problem-solving skills and the ability to remain calm and composed in high-pressure situations.
  • Strong organizational skills, with the ability to prioritize tasks and manage multiple priorities simultaneously.
  • Familiarity with queued management methodologies and strategies for efficient ticket handling.
  • Knowledge of customer support best practices, including customer-centricity, empathy, and active listening.

Application Process

To apply, kindly send your resume and application email to applications@riana.co by 20th April 2025 with the subject as USS SUPPORT COORDINATOR

Close Date

20/04/2025

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