Transcom

What will you be doing?

As a B2B IT Service Coordinator, your primary goal is to provide exceptional customer service by supporting and tracking service orders for products such as computer monitors, hospitality TVs, large format displays, LED products, and corporate mobile software. You'll ensure clear communication and timely follow-up on service requests, always prioritizing customer satisfaction.

• Manage and resolve escalated cases from corporate clients via phone and email.

• Conduct technical troubleshooting alongside ASC and IT Engineers when needed.

• Book and monitor service orders, handling DOA and RMA cases as required.

• Coordinate with service partners on repairs, updating stakeholders on progress.

• Perform follow-up calls to ensure customer satisfaction and track key performance indicators (KPIs).

• Act as the Single Point of Contact (SPOC) for the SENA IT Sales team on escalated customer issues across the region.

• Attend customer service meetings, executing and following up on action items.

• Escalate product quality issues to CS Management and other relevant teams.

• Maintain and update service documentation and optimize B2B processes.

• Understand internal and external processes and contact routes, logging all interactions with 100% accuracy.