Excis is a global IT support leader globally, driven by innovation and collaboration.
We're looking for an IT Service Coordination Specialist to serve in a crucial frontline role, responsible for coordinating the successful delivery of IT field services to enterprise customers. This position is not an entry-level administrative task—it demands mature judgment, strong professional communication skills, and a high level of ownership. The specialist ensures engineers are properly prepared, dispatched on time, and continuously supported throughout the customer engagement.
What You'll Do:
- Engineer Dispatch & Coordination: Assign the right engineers to incidents based on skills and location, confirm their arrival and readiness, and track real-time engagement to ensure job completion and customer satisfaction.
- Communication & Stakeholder Management: Serve as the main point of contact for customers during service, provide proactive updates, manage expectations, handle escalations, and ensure all engineer-customer communication goes through proper channels.
- Quality Control & Documentation: Conduct pre- and post-service quality checks, review reports to validate work and hours, update ticketing systems accurately, maintain coordination checklists, and support continuous improvement through feedback and lessons learned
- 5+ years experience in a customer service, IT coordination, or helpdesk environment
- Demonstrated ability to handle pressure and customer urgency
- English proficiency: C1–C2 (written and verbal); additional languages are a plus
- Strong interpersonal communication and confidence in customer interaction
- High level of attention to detail and follow-through
At Excis, your work matters. You’ll be part of a dynamic, hands-on team where your technical expertise directly enhances user satisfaction and operational success. We offer a supportive environment that encourages professional growth, continuous learning, and collaboration across diverse technologies. Enjoy competitive compensation and the chance to contribute to a global IT leader that values innovation and excellence.
Ready to make a difference and grow your career? Apply now to join Excis in Manila and be at the forefront of IT Service Management!
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