USS Support Coordinator at Riana Group

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.

Key Responsibilities

• 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.

Education and Experience

• 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.