Role Overview
We are looking for a hands-on Admin & Customer Support Executive to manage frontline customer interactions and service operations.
This role requires someone who is highly responsive, organized, and customer-focused, able to handle walk-in customers, service coordination, and admin tasks with strong execution.
Key Responsibilities
1. Frontline Customer Support (Walk-in, Calls, Email)
- Handle walk-in customers in a professional and friendly manner
- Answer incoming phone calls and respond to email enquiries promptly
- Provide clear, accurate solutions and ensure customer satisfaction
- Manage customer expectations and maintain a positive experience
2. Service & Repair Coordination (RMA)
- Coordinate and process RMA (Return Merchandise Authorization) cases
- Manage service tickets, repair cases, and follow-ups
- Track repair status and provide timely updates to customers
- Ensure proper documentation and smooth service flow
3. Appointment & Case Management
- Manage appointment scheduling and service queues
- Ensure all cases are tracked, updated, and closed properly
- Follow up proactively on pending issues
4. Operations & Admin Support
- Maintain accurate repair logs and service records
- Prepare service reports and basic data analysis
- Coordinate with warehouse, technical, and operations teams
- Support daily administrative tasks and documentation
5. Internal Coordination
- Liaise with internal teams (tech, logistics, operations)
- Ensure timely resolution of customer issues
- Escalate critical cases when needed
6. Process Improvement & Customer Experience
- Identify recurring issues and suggest improvements
- Improve SOPs for customer service and repair workflows
- Ensure a consistent, positive customer experience across all touchpoints
Requirements
- 1-4 years experience in customer service, admin, or service center operations
- Experience handling walk-in customers and after-sales support is a plus
- Strong communication and interpersonal skills
- Highly organized, detail-oriented, and responsive
- Able to multitask in a fast-paced environment
Language:
- Fluent in English
- Mandarin is a plus (to support regional customers)
What We're Looking For
- High execution - fast response, strong follow-through
- Customer-first mindset with a positive attitude
- Calm and solution-oriented under pressure
- Responsible and reliable
- Able to handle both people and process efficiently
Why Join Us
- Fast-growing company with regional exposure
- Frontline role with real impact on customer experience
- Opportunity to grow into operations or customer success
