Customer Care Executive

Key Responsibilities

1. Customer Service & Communication

• Handle customer enquiries through phone calls, WhatsApp, email and other communication channels.
• Provide accurate and timely information regarding products, services, pricing, delivery and service matters.
• Respond to customer feedback, requests and complaints professionally.
• Maintain a positive and professional relationship with customers.
• Follow up with customers to ensure their enquiries and issues are properly resolved.

2. Service Coordination

• Receive and record customer service requests and complaints.
• Coordinate with the service team to arrange appointments, site visits, repairs and maintenance.
• Monitor the progress of service cases and provide customers with regular updates.
• Ensure service requests are followed up and closed within the expected timeframe.
• Escalate urgent or unresolved issues to the relevant manager.

3. Sales & Order Support

• Assist the sales team with customer enquiries and administrative support.
• Prepare quotations, invoices and other relevant documents where required.
• Follow up on orders, deliveries and outstanding customer requirements.
• Coordinate with internal departments to ensure orders are processed accurately and on time.

4. Customer Records & Administration

• Maintain accurate and up-to-date customer information and records.
• Record customer enquiries, complaints, service requests and follow-up actions.
• Maintain proper documentation of customer communications and service history.
• Prepare regular reports on customer enquiries, service cases and outstanding matters.

5. Internal Coordination

• Work closely with the sales team, service team and production team.
• Communicate customer requirements clearly to the relevant departments.
• Ensure customer feedback are communicated internally for improvements and follow-ups.
• Assist with other administrative and operational duties when required.

Requirements

Minimum 1–2 years of experience in customer service, customer care, administration or a related role.

• Good communication and interpersonal skills.
• Able to communicate professionally with customers both verbally and in writing.
• Good organisational and time-management skills.
• Proficient in Microsoft Office, especially Excel and Word.
• Able to work independently as well as part of a team.
• Positive attitude, patient and customer-oriented.
• Good problem-solving and follow-up skills.
• Able to handle multiple tasks and prioritise work effectively.

Key Competencies

• Customer-focused mindset.
• Communication skills.
• Problem-solving.
• Attention to detail.
• Time management.
• Follow-up and coordination.

Key Performance Indicators (KPIs)

• Customer response time.
• Follow-up completion rate.
• Accuracy of customer records and documentation.
• Number of unresolved/outstanding customer cases.
• Customer complaints and resolution effectiveness.

Other Duties

The employee may be required to perform other duties and responsibilities reasonably assigned by the Management from time to time.