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.