Customer Service Executive (Permanent Night Shift)

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

Shift Hours: 10pm - 7.30am

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.

1. 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.

1. 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.

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

1. 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.

1. 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.

1. 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.

• 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