Pine Labs Malaysia Hiring! Full Time Customer Service - Field Coordinator in Federal Territory - Ricebowl

We at Pine Labs are looking for those who share our core belief - “Every Day is Game day”. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.

Role Summary

We are seeking a proactive and detail-oriented Field Service Coordinator to oversee and optimize field service operations, ensuring the timely execution of terminal deployments, service requests, retrievals, and POSM deployments. The role is responsible for monitoring service delivery against SLAs, coordinating with internal and external stakeholders, driving operational efficiency through process improvements, and delivering accurate performance reporting. The ideal candidate possesses strong organizational, analytical, and communication skills, with experience in field service coordination, logistics, or operations. Experience within the banking or payments industry and familiarity with POS/payment terminal operations will be an added advantage.

Responsibilities we entrust you with:

Field Service Coordination:

• Coordinate and oversee all field service activities, including terminal deployment, service calls, retrieval, and POSM deployment.
• Ensure timely and efficient execution of field service tasks.
• Monitor and track the progress of field service requests.

SLA Management:

• Monitor and enforce service level agreements (SLAs) for all field service operations.
• Identify and address any SLA violations or performance issues.
• Implement strategies to improve SLA compliance and overall service quality.

Reporting and Analysis:

• Generate comprehensive daily, weekly, and monthly reports for both internal stakeholders and the bank.
• Analyse performance metrics and identify areas for improvement.
• Utilize data-driven insights to optimize field service operations.

Process Improvement:

• Streamline and automate internal processes to enhance efficiency and reduce operational costs.
• Identify opportunities for process optimization and implement innovative solutions.
• Collaborate with cross-functional teams to ensure smooth process integration.

What matters in the role:

• Bachelor's degree in a relevant field (e.g., engineering, supply chain, or business administration).
• 3-5 years of experience in field service coordination or a similar role.
• Strong understanding of field service operations and logistics.
• Proficiency in using field service management software and tools.
• Excellent organizational and time management skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Experience in the banking or financial services industry.
• Knowledge of POS systems and payment terminals.
• Project management skills.
• Experience with data analysis and reporting tools.