Customer Support Executive

About the Role

We are seeking a proactive and customer-focused Customer Support Executive to join our team. The successful candidate will be responsible for providing excellent customer service, handling enquiries, resolving issues, and ensuring a positive customer experience throughout the customer journey.

This role requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced environment while maintaining a high level of customer satisfaction.

Key Responsibilities

Customer Service & Support

• Serve as the primary point of contact for customer enquiries via phone, email, and other communication channels.
• Provide prompt, professional, and accurate responses to customer queries.
• Handle customer complaints and issues efficiently, ensuring timely resolution.
• Escalate complex issues to the relevant departments when necessary.

Customer Relationship Management

• Build and maintain positive relationships with customers.
• Follow up with customers to ensure their concerns have been resolved satisfactorily.
• Deliver a high standard of customer service and support at all times.
• Gather customer feedback and identify opportunities to improve customer experience.

Order & Process Coordination

• Process customer orders, requests, and service enquiries accurately.
• Coordinate with internal departments such as Operations, Sales, Logistics, and Technical teams to ensure smooth service delivery.
• Monitor order status and provide customers with timely updates.

Administrative Support

• Maintain accurate customer records and update information within CRM systems.
• Prepare reports, documentation, and customer correspondence as required.
• Ensure all customer interactions are properly recorded and documented.

Continuous Improvement

• Identify recurring customer issues and recommend process improvements.
• Support customer retention initiatives and contribute to service excellence programs.
• Stay updated on company products, services, and industry developments.

Requirements

• Diploma or Degree in Business Administration, Customer Service, Communications, or a related field.
• Minimum 1-3 years of customer service, customer support, or client-facing experience.
• Excellent verbal and written communication skills.
• Strong problem-solving and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Proficient in Microsoft Office applications and CRM systems.
• Customer-oriented mindset with a positive and professional attitude.
• Ability to work independently and collaboratively within a team.

Preferred Qualifications

• Experience in the maritime, logistics, shipping, engineering, or service industry.
• Familiarity with CRM software and customer service platforms.
• Experience handling international customers and stakeholders.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Collaborative and supportive work environment.
• Exposure to regional and international customers.

If you are passionate about helping customers and delivering exceptional service, we would love to hear from you.