Customer Support Technician - Toa Payoh
Since 1977, King Living has pioneered quality Australian design, continually pushing the boundaries of what furniture can achieve.
Designed to adapt to our changing lives and last for generations, our furniture marries the power of innovation with traditional handcrafted methods.King Living has expanded from a homegrown business into a global brand. A family owned and run Australian company headquartered from our Support Office in Sydney, our Showrooms and manufacturing centres span Australia, New Zealand, United Kingdom, Canada, Singapore, Malaysia, USA, China and Thailand.
At King Living, we are dedicated to creating simplicity and balance in both our living spaces and our work environment. We take pride in our past accomplishments and are thrilled by the possibilities of the future.
The Opportunity
We’re seeking a solutions-focused and customer-centric Customer Support Technician to join our Customer Service team, based in Singapore. In this key role, you’ll combine digital case management with hands-on field service to deliver exceptional post-sale experiences for King Living customers across the region.
Acting as the customer’s advocate, you’ll manage warranty and service cases from start to finish — using Salesforce Customer 360 and AI-enabled tools to streamline resolution, strengthen communication, and ensure our high quality and brand standards are met in every interaction.You’ll also play a vital part in supporting technicians, coordinating service operations, and working closely with retail teams in Singapore and Malaysia.
The Role- Own customer enquiries related to warranty, repairs, service appointments, and delivery issues, ensuring end-to-end resolution.
- Troubleshoot and resolve warranty concerns with creative, customer-first problem-solving, balancing policy with service excellence.
- Use Salesforce Customer 360 to manage and document all case details, maintaining a single view of the customer.
- Apply AI tools and automation to improve accuracy, turnaround times, and personalised communication.
- Perform in-home product servicing and technical assessments across Singapore, including adjustments, part replacements, and troubleshooting.
- Prepare for field visits by reviewing case histories, tools, and service requirements.
- Coordinate with Service Technicians, Logistics, Product, and Retail teams to ensure timely and accurate service delivery.
- Manage technician schedules, routing, and service progress; address urgent issues or delays in real-time.
- Maintain professional, brand-aligned conduct in all customer interactions, both digital and in-person.
- Provide feedback to internal teams on recurring service issues to drive continuous improvement.
- This position requires the capability to safely lift and manoeuvre moderately weighted furniture. A good level of physical fitness and strength is essential.
- Proven experience in customer service, case management, or hands-on service roles.
- Skilled in conflict resolution and able to deliver clear, empathetic communication across phone, email, and in-person channels.
- Comfortable with CRM platforms (Salesforce preferred) and eager to adopt AI-driven tools.
- Technical aptitude and confidence in carrying out repairs or product adjustments (furniture or home appliances experience desirable).
- Organised, detail-oriented, and capable of managing scheduling, routing, and coordination in fast-paced environments.
- Able to travel across Singapore for in-home service visits and adapt quickly to urgent scheduling changes.
- Well-versed in English, Malaysian, and Singaporean languages (spoken and written) for clear customer communication.
- Collaborative team player who can work effectively with technicians, operations, logistics, and retail teams.
- Generous Discounts: handsome employee and family & friends discounts on our premium products.
- Career Growth: be part of a fast-growing, innovative company that values your professional development.
- Collaborative Culture: join a supportive, values-driven team that celebrates passion, integrity, collaboration and innovation.
- Fun, Engaging Environment: regular team events and opportunities to connect, learn and grow.
Our Values - More than Just Words
Passion, Integrity, Collaboration and Innovation are the heartbeat of King Living. These values guide everything we do, from the products we design to the culture we foster. If you share our values, you will thrive here.
Our hiring decisions are not only based on your experience and skills, but your passion, attitude and alignment to our core values.
King Living is an equal opportunity employer — all applicants will be considered regardless of your race, sexuality, religion, colour, gender identity or parental status.