Customer Service Executive (shift)
CPG Facilities Management Yishun Full-time
The Customer Service Executive is responsible for managing service requests from start to end, including receiving calls and/or emails, assessing and logging cases, coordinating contractor deployment where required, and ensuring proper follow-up and closure in accordance with established service standards and procedures.
Shift 2: 9,00 am to 6.30 pm
Shift 3: 1.00 pm to 10.30 pm
The role supports service continuity, customer satisfaction, and operational accountability.
Shift 1: 7.00 am to 4.30 pmShift 2: 9,00 am to 6.30 pm
Shift 3: 1.00 pm to 10.30 pm
Shift 4: 10.00 pm to 7.30 am
Key Responsibilities- 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
- 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.
- 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 /
- 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.
- 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.
- Compliance & Process Adherence
- Adhere strictly to approved workflows, escalation protocols, data protection
- Ensure actions taken are aligned with safety, operational, and contractual
- 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
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