Job Summary
We are looking for a proactive and customer-focused Customer Service Executive to join our dynamic team. The ideal candidate will be responsible for providing exceptional service across multiple customer touchpoints-calls, emails, and walk-ins-while meeting service level expectations.
In addition to managing customer interactions, you will also support operational functions, gather feedback for continuous improvement, and perform telemarketing outreach to boost customer engagement and service awareness. This role suits a reliable team player with strong communication skills, attention to detail, and the ability to work under pressure.
Key Responsibilities
Customer Service & Front Desk Support
- Respond promptly and professionally to incoming customer calls, maintaining a high standard of service.
- Reply to customer emails within 20 minutes, ensuring accuracy, completeness, and quality.
- Provide consistent and courteous service across all communication channels, including in-person walk-ins.
- Conduct timely follow-ups on undelivered shipments according to SOPs.
- Escalate complex or unresolved issues to the Customer Service Manager.
- Rotate in front desk responsibilities, attending to walk-in customers during office hours.
Workplace Conduct & Personal Accountability
- Maintain a high attendance and punctuality record (minimum 95%).
- Submit leave requests at least one week in advance for approval.
- Follow allocated break schedules strictly.
- Complete all assigned tasks within stipulated timelines and expectations.
Business Operations & Process Improvement
- Report customer feedback and key issues to the Operations Supervisor and CS Manager.
- Monitor and manage unconfirmed online bookings proactively.
- Contribute ideas for improving service processes and business workflow.
- Perform telemarketing and outbound calls to promote services, follow up on leads, and generate interest.
- Make collection calls to local and international clients with outstanding payments.
- File and sort job sheets/movement charts daily for quick access to PODs.
- Handle manual billing adjustments and urgent booking changes as per SOP.
- Prepare manual job sheets for selected accounts where needed.
- Encourage and assist customers in adopting cashless/digital payment options.
Ad Hoc Support
- Provide operational support when required duties will be shared on a rotational basis with fellow CS Executives.
Qualifications & Skills
- Minimum GCE O Level or equivalent.
- Minimum 1 year of experience in customer service (preferred but not mandatory).
- Strong written, verbal, and face-to-face communication skills.
- Confident in telemarketing and cold calling to engage customers effectively.
- Excellent analytical thinking and customer problem-resolution skills.
- Ability to remain calm and professional in challenging situations.
- Team-oriented mind-set with the ability to work independently when needed.
- Proficient in Microsoft Office (Word, Excel, Outlook) CRM familiarity is an advantage.
What We Offer
- A supportive, collaborative work environment.
- Opportunities for professional growth and upskilling.
- Exposure to key operations and customer engagement strategies.
- Performance-based incentives and benefits.
- Development of telemarketing and customer retention skills.
