Aftersales Support Coordinator
SJK – GUAHAN INC. ( CLUBGOLFCARTS.PH)
About the role
The Aftersales Support Coordinator will provide dedicated coordination and administrative support for customers after the sale and delivery of units, equipment, parts, and related products. The role will serve as a bridge between customers, Sales Executives, and the Service Team, ensuring that customer concerns, service requests, warranty requirements, parts needs, and other aftersales matters are properly received, coordinated, monitored, and followed through until completion.
Key responsibilities
Receive and document customer concerns, inquiries, requests, and service-related issues after the sale and delivery
Act as an initial point of coordination for customers requiring aftersales assistance
Coordinate customer service requests with the Service Team and assist in scheduling service visits, inspections, repairs, and preventive maintenance
Serve as the communication bridge between Customers, Sales Executives, and the Service Team
Maintain an updated monitoring list of open customer concerns and service requests, tracking each from initial receipt through resolution and closure
Assist in coordinating warranty-related customer concerns and gather necessary documents and information required for warranty evaluation
Coordinate with the Service and Warehouse/Parts Team regarding parts required for customer service concerns
Maintain accurate records of customer concerns, service requests, warranty cases, and aftersales activities, and prepare regular reports
Monitor unresolved customer concerns and escalate concerns that are delayed, repeatedly unresolved, or require management intervention
Contact customers after service completion to confirm that the reported concern has been addressed and gather customer feedback
About you
Graduate of Business Administration, Marketing, Operations Management, Customer Service, Logistics, or any related course
At least 1 year of experience in customer service, sales coordination, aftersales, service coordination, logistics, or a related role is preferred
Fresh graduates with strong communication, organizational, and coordination skills may be considered
Experience in dealing directly with customers is an advantage
Experience in the automotive, equipment, machinery, technical products, or service industry is an advantage
Proficient in Microsoft Office / Google Workspace, particularly Excel or Google Sheets
Familiarity with CRM, ERP, inventory, or service management systems is an advantage
Willing to learn basic product and technical information to better understand customer concerns
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