Customer Service Executive (Permanent Night Shift)

The Customer Service Executive is responsible for managing service requests from start to end, including receiving calls and/or emails, assessing and logging cases, coordinating contractor deployment where required, and ensuring proper follow-up and closure in accordance with established service standards and procedures. The role supports service continuity, customer satisfaction, and operational accountability.

Shift Hours: 10pm - 7.30am

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 tradesmen, contractors, technician, or internal team in accordance with approved procedures, service level requirements, and escalation guidelines.

·       Provide clear job details and instructions when raising service requests to the relevant service deployment team / tradesmen / 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 the Senior Customer Service Executive or Customer Service Lead or Assistant Operations Manager in accordance with escalation procedures.

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.

·       Ensure accurate categorisation and tagging of cases to support reporting and operational analysis.

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 Customer Service Lead or Assistant Operations Manager, aligned with operational needs.

Key Competencies & Skills

·       Strong verbal and written communication skills

·       Customer-oriented mindset with good problem-solving ability

·       Ability to manage multiple cases and prioritise tasks effectively

·       Basic IT proficiency and experience with call-logging or CRM systems

·       Calm, professional, and resilient under pressure

 Employment Type: 2-year employment contract (renewable/convertible) with benefits

Work Location: Woodlands