Customer Service Executive
Job Summary
The Customer Service Executive manages service requests from intake to resolution, including call handling and contractor coordination. The role ensures high service standards, accurate documentation, and operational continuity in a shift-based environment. This position involves direct interaction with customers and monitoring case progress to ensure timely completion.
Responsibilities
- Manage end-to-end service requests and calls
- Coordinate contractor deployments and field teams
- Maintain accurate system logs and case documentation
- Monitor case progress and ensure service resolution
- Ensure compliance with operational and safety protocols
Required Skills
- Strong verbal and written communication
- Customer-oriented problem-solving skills
- Ability to prioritize tasks effectively
- Proficiency in call-logging or CRM systems
- Resilience under pressure
Job Details
Key Responsibilities:
1. End-to-End Call & Case Management
- Handle incoming phone calls and emails professionally, accurately, and promptly.
- Act as the first point of contact for customer enquiries, feedback, complaints, and service requests.
- Take ownership of cases from initial receipt through assessment, action, follow-up, and closure.
2. Assessment & Dispatch Coordination
- Gather sufficient information during calls to assess the nature, urgency, and scope of reported issues.
- Deploy the appropriate contractor, technician, or internal team in accordance with approved procedures, service level requirements, and escalation guidelines.
- Provide clear job details and instructions to contractors to enable effective response.
3. Service Quality & Customer Experience
- Deliver consistent and courteous customer service in line with service standards and KPIs.
- Communicate clearly with customers on service status, expected response timelines, and follow-up actions.
- Escalate urgent, high-risk, or complex cases promptly to supervisors/team leader/team managers.
4. System Logging & Documentation
- Accurately capture all call, email, and case details in the designated system.
- Perform after-call work promptly to ensure records are complete, clear, and traceable.
- Update case progress, contractor attendance, and closure details in the system.
5. Monitoring & Follow-Up
- Track open cases and contractor responses to ensure timely attendance and resolution.
- Follow up on outstanding cases and take action where delays or issues are identified.
- Confirm service completion and update case status accordingly.
6. Compliance & Process Adherence
- Adhere strictly to approved workflows, escalation protocols, data protection requirements, and quality procedures.
- Ensure actions taken are aligned with safety, operational, and contractual requirements.
7. Continuous Improvement & Support
- Highlight recurring issues, service gaps, or process improvement opportunities observed during daily operations.
- Support audits, quality reviews, and service improvement initiatives when required.
- Perform any other ad-hoc duties assigned by the Operations Manager or Management.
Employment Details:
- Employment Type: 2-years contract (renewable/convertible) with benefits
- Work Schedule: 5-days including weekends & Public Holidays
- Shift Hours: 7.00 am - 4.30 pm / 9.00 am - 6.30 pm / 1.00 pm - 10.30 pm / 10.00 pm - 7.30 am