Customer Service Executive (Permanent Night Shift)

Shift

10pm - 7.30am

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 service requests.
• Take ownership of cases from initial receipt through assessment, action, follow-up, and closure.

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.

Service Quality & Customer Experience

• Deliver consistent and courteous customer service in line with service standards and...