Customer Service Executive (shift)

The role supports service continuity, customer satisfaction, and operational accountability.

Shift 4: 10.00 pm to 7.30 am

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

• Take ownership of cases from initial receipt through assessment, action, follow-up, and

1. Assessment & Dispatch Coordination

• Gather sufficient information during calls to assess the nature, urgency, and scope of

• Deploy the appropriate contractor, technician, or internal team in accordance with

• Provide clear job details and instructions to contractors to enable effective response.

1. Service Quality & Customer Experience

• Deliver consistent and courteous customer service in line with service standards and

• Communicate clearly with customers on service status, expected response timelines,

• Escalate urgent, high-risk, or complex cases promptly to supervisors / team leader /

1. 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.

1. Monitoring & Follow-Up

• Track open cases and contractor responses to ensure timely attendance and

• Follow up on outstanding cases and take action where delays or issues are identified.
• Confirm service completion and update case status accordingly.

1. Compliance & Process Adherence

• Adhere strictly to approved workflows, escalation protocols, data protection

• Ensure actions taken are aligned with safety, operational, and contractual

1. Continuous Improvement & Support

• Highlight recurring issues, service gaps, or process improvement opportunities

• 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.

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

Work Location: Woodlands