Customer Service Executive Shift
Job Summary
The Customer Service Executive manages end-to-end service requests by handling calls and emails, coordinating contractor deployments, and ensuring case closure. This role maintains service standards and customer satisfaction while operating on a rotating shift schedule. The position involves accurate system logging and strict adherence to operational processes.
Responsibilities
- Manage end-to-end service requests and customer inquiries.
- Coordinate contractor and technician deployments.
- Capture and update case details in CRM systems.
- Monitor contractor performance and ensure timely resolution.
- Adhere to safety, operational, and contractual procedures.
Required Skills
- Strong verbal and written communication
- Customer-oriented mindset
- Effective multitasking and prioritization
- Proficiency with CRM or call-logging systems
- Resilience and professional conduct under pressure
Job Details
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 contractor, technician, or internal team in accordance with approved procedures, service level requirements, and escalation guidelines.
- Provide clear job details and instructions to 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 supervisors / team leader / team managers.
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.
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 Operations Manager or Management, aligned with operational needs.
Employment Details:
- Employment Type: 2-years contract (renewable/convertible) with benefits.
- Work Schedule (Shift): 7.00 am - 4.30 pm, 9.00 am - 6.30 pm, 1.00 pm - 10.30 pm, 10.00 pm - 7.30 am (5-days including weekends & Public Holidays).