Call Centre Executive

We are looking for a Call Centre Executive (Mandarin Speaker) who is passionate about delivering exceptional customer service while also contributing to continuous service improvement and customer journey insights.

This role is ideal for individuals who enjoy interacting with customers but also want exposure to data, reporting and cross-functional collaboration, not just handling inbound enquiries.

Responsibilities

• Manage customer enquiries, feedback, complaints and suggestions via phone in a professional and timely manner
• Deliver accurate information and effective solutions to ensure a positive customer experience
• Identify customer needs and ensure proper documentation and routing of feedback to relevant departments
• Maintain accurate data entry and customer interaction records in internal systems
• Monitor service quality metrics including QA scores, customer satisfaction, response time, enquiry trends and feedback patterns
• Prepare monthly customer experience reports with insights, trends and improvement recommendations
• Identify frequently asked questions and recommend process improvements to enhance efficiency and service quality
• Collaborate closely with Sales, Aftersales and internal teams to ensure a seamless customer journey
• Escalate urgent or complex customer issues to the relevant teams promptly

Requirements

• Possess at least a Diploma or Degree in any field.
• Prior experience in customer service / contact centre environment is required
• Strong communication skills in English with the ability to communicate effectively in additional languages (Mandarin) being an added advantage.
• Strong attention to detail and structured thinking
• Comfortable working in a fast-paced, customer-focused environment
• Analytical mindset with ability to interpret customer feedback and service data
• Strong teamwork, accountability and problem-solving skills
• Customer first attitude with a continuous improvement mindset