Customer Service Executive

Primary Responsibilities:

• Deliver and maintain high-quality customer service to internal and external customers.
• Attend to customer enquiries promptly and provide accurate quotations.
• Support business growth through excellent customer relationship management and service delivery.

Specific Responsibilities

Customer Service & Sales Support

• Prepare and provide quotations to customers in a timely and accurate manner.
• Promote and sell SGS services to existing and prospective customers.
• Attend to customer enquiries and requests via phone, email, and other communication channels.
• Maintain and update customer information and databases accurately.
• Proactively identify customer needs and recommend suitable SGS services and solutions.
• Build and maintain strong relationships with customers to enhance customer satisfaction and retention.
• Assist in the retention and growth of key customer accounts.
• Seek opportunities to generate additional business during customer interactions.
• Monitor customer feedback and take appropriate actions to improve service quality.
• Maintain a positive, professional, and customer-focused attitude at all times.

Operations & Coordination

• Follow up on Purchase Orders (POs) and update the Job Management System, where applicable.
• Prepare and issue Delivery Orders (DOs), where applicable.
• Coordinate equipment deliveries, collections, subcontracting activities, and on-site calibration schedules, where applicable.
• Follow up on equipment recalls and ensure timely collection from customers, where applicable.
• Ensure service information is accurately maintained between operational systems and equipment records.
• Coordinate closely with internal departments to ensure smooth service delivery and timely completion of customer requests.

Business Development & Customer Retention

• Develop prospect lists and share potential leads with the Business Manager and Sales team for follow-up.
• Keep abreast of SGS products, services, and market developments.
• Identify opportunities for cross-selling and upselling SGS services.
• Gather market intelligence and customer insights to support business growth initiatives.
• Refer business opportunities outside own scope of responsibility to the Sales team for further action.
• Continuously engage with existing customers to strengthen relationships and improve customer retention.

Customer Issue Management

• Respond promptly to customer concerns, complaints, and service issues.
• Troubleshoot customer issues and coordinate with relevant teams to achieve timely resolution.
• Escalate customer-reported concerns to relevant Sales, Operations, and Key Account Management (KAM) teams where necessary.
• Ensure availability and responsiveness to customers throughout the service process.

Financial & Administrative Support

• Follow up with customers on outstanding payments in accordance with company policies.
• Maintain accurate records and documentation related to customer transactions and service activities.

Quality, Safety & Compliance

• Promote and uphold a positive image and reputation of SGS at all times.
• Adhere to SGS policies, procedures, and quality standards.
• Demonstrate safe work practices and exercise due regard for the health and safety of SGS employees, customers, and contractors.
• Comply with the SGS Code of Integrity and Professional Conduct.
• Operate to the highest ethical standards in accordance with the SGS Statement of Integrity.

Other Duties

• Perform any other duties and responsibilities assigned by Management from time to time.

Requirements:

• Diploma in Business Administration, Engineering, Marketing, or a related discipline.
• Minimum 1 year of customer service, sales support, business development, or related experience.
• Experience in a testing, inspection, certification, calibration, or technical services environment would be an advantage.
• Proficient in Microsoft Office applications (Word, Excel, Outlook, and PowerPoint).
• Strong customer service orientation with a commitment to delivering excellent customer experience.
• Good communication, negotiation, and interpersonal skills.
• Ability to build effective working relationships with customers, peers, and management.
• Strong attention to detail and ability to ensure data accuracy across systems and records.
• Able to work independently with minimal supervision and as part of a team.
• Responsive, proactive, and able to handle multiple priorities in a fast-paced environment.
• Strong problem-solving and organizational skills.
• Fluent in English and the local language, both written and spoken.
• Demonstrates integrity and consistently acts in accordance with SGS Standards of Ethics and Integrity.