Customer Service Executive (Shift)

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. The role supports service continuity, customer satisfaction, and operational accountability. Work Schedule (Shift): 7.00 am - 4.30 pm 9.00 am - 6.30 pm 1.00 pm - 10.30 pm 10.00 pm - 7.30 am Key Responsibilities 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. 2. Assessment & Dispatch Coordination Gather sufficient information during calls to assess the nature, urgency, and scope of reported issues. Deploy the appropriate contractor, technician, or internal team in accordance with approved procedures, service level requirements, and escalation guidelines. Provide clear job details and instructions to contractors to enable effective response. 3. 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 supervisors / team leader / team managers. 4. 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. 5. 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. 6. 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. 7. 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 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 Employment Type: 2-years contract (renewable/convertible) with benefits Work Location: North - Woodlands Work Schedule: 5-days including weekends & Public Holidays