Customer Service and Admin Executive

About the role

We are looking for a responsible, organised, and service-oriented Customer Service & Admin Executive to support our customers and daily operations. You will be one of the key points of contact for customers after they engage start the confinement, helping to answer enquiries, coordinate arrangements, manage documentation, follow up on outstanding matters, and ensure that customers receive timely and professional support.

1. Customer Service & Support

• Handle customer enquiries through WhatsApp, phone calls, email, and other communication channels during their confinement period.
• Provide accurate and timely information regarding services, procedures, arrangements, and administrative matters.
• Follow up with customers before, during, and after their service period.
• Maintain professional and courteous communication with customers at all times.
• Understand customers' concerns and assist in resolving general service-related issues.
• Escalate complaints, incidents, or sensitive matters to the relevant manager when necessary.
• Follow up on outstanding customer matters to ensure proper closure.
• Maintain proper records of important customer conversations and follow-up actions.

2. Service Coordination

• Coordinate between customers, internal departments, and service personnel.
• Assist with service commencement, scheduling, replacements, extensions, and completion arrangements.
• Ensure relevant customer information and requirements are communicated accurately to the appropriate team.
• Assist the operations team in handling changes or unexpected situations.

3. Administrative Support

• Prepare and maintain customer records, service documents, agreements, forms, and other administrative documentation.
• Perform data entry and ensure customer information is updated accurately in the company's system.
• Maintain organised digital and physical filing systems.
• Assist with preparation of reports, records, and operational documents.
• Support management and other departments with general administrative duties when required.

4. Customer Experience

• Conduct customer check-ins and follow-ups at different stages of the service journey.
• Collect customer feedback and highlight recurring concerns to management.
• Assist in improving customer service processes and communication.
• Identify potential customer dissatisfaction early and escalate appropriately.
• Help ensure customers receive a consistent and positive experience throughout their engagement with the company.

5. Complaint & Incident Administration

• Receive and document customer complaints or feedback clearly and objectively.
• Gather relevant information and records for management review.
• Maintain proper documentation of incidents, complaints, actions taken, and outcomes.
• Coordinate follow-up actions as instructed by management.
• Ensure sensitive customer matters are handled professionally and confidentially.

About you

• Minimum GCE O-Level, N-Level, Diploma, or equivalent

• Previous experience in customer service, administration, hospitality, service operations, or a related role is preferred

• Good spoken and written English

• Comfortable communicating with first time mother through WhatsApp and phone calls

• Basic proficiency in Microsoft Office / Google Workspace

• Good organisational and time-management skills

• Able to manage multiple customers, cases, and deadlines simultaneously

• Detail-oriented and able to maintain accurate records

• Able to work independently while collaborating effectively with the team

• Candidate with CEI is preferred