Woodlands - Senior Customer Service Executive

Job Overview:

The candidate will also contribute to call center operations and help improve team and service performance.

1. After-Sales & Quality Support

• Handle incoming calls and messages related to product performance, technical issues, and quality concerns.
• Assist customers with warranty claims, repair procedures, product defects, or troubleshooting steps.
• Collaborate with technical or product teams to resolve recurring or complex quality issues, assign repair jobs to service providers and ensure job completion within SLA timelines.
• Provide professional and clear communication when managing sensitive or dissatisfied customer interactions.
• Support customers with product information, order status, delivery tracking, returns, and service appointments.

1. Operations Support

• Handle order processing updates, validate payments, and coordinate delivery release during peak or back-up coverage.
• Maintain accurate customer records in the CRM system, including issue resolution steps and outcomes.

1. Call Centre & Service Operations

• Support daily operations such as call queue monitoring, shift coverage, and case prioritization.
• Provide feedback to improve scripts, resolution flows, and response templates to enhance efficiency and customer satisfaction.
• Work with the team lead to manage peaks in volume during launches or promotional periods.

1. Product Knowledge & Customer Education

• Develop in-depth knowledge of our electronics products, including key features, specifications, and common troubleshooting tips.
• Guide customers on proper usage, maintenance, and help resolve basic technical concerns.

1. Order & Fulfillment Issue Resolution

• Assist customers with order placement, tracking, cancellations, returns, and exchanges.
• Coordinate with logistics and warehouse teams to ensure on-time and accurate deliveries.

1. Feedback, Reporting & Process Improvements

• Collect and document customer feedback related to products and services to identify trends and recurring issues, track key customer service metrics such as satisfaction scores, resolution times, and recurring issues.
• Collaborate with relevant teams (Product, QA, Ops) to ensure feedback drives meaningful improvements.
• Prepare regular reports and contribute to service review discussions with data-driven improvement suggestions.

• 3–5 years of customer service experience, preferably in electronics, appliances, or technical consumer goods.
• Strong communication, listening, and issue-resolution skills.
• Proven experience handling after-sales service or product quality concerns.
• Experience with CRM systems (e.g., Zendesk, Salesforce, Freshdesk).
• Able to work rotating shifts, including one weekend day per week.
• Bonus: Experience in call center operations or mentoring is a plus.

• Opportunity to work with cutting-edge technology in a dynamic and growing global company.
• Collaborative and innovative work environment.
• Competitive salary and benefits package.