Customer Service Executive (Back End) | Up to 2.7k

REVUP PROSERVICES PTE. LTD.; Dublin; On-site; EUR 32,000 - 42,000; Full time

Job summary

REVUP PROSERVICES PTE. LTD. is seeking a detail-oriented Customer Service Executive to support backend operations. You will handle inquiries via email, live chat, and tickets, investigate issues and coordinate with internal teams to ensure timely resolutions.

The role emphasizes strong communication, problem-solving abilities, and the capacity to manage multiple cases while maintaining high service standards.

Qualifications

• Diploma or equivalent qualification required or advantageous.
• Previous experience in customer service or backend support is advantageous.
• Excellent written and verbal communication skills are essential.
• Detail-oriented with ability to manage multiple cases.
• Proficiency in Microsoft Office and internal systems.

Responsibilities

• Handle customer enquiries through email, live chat and ticketing platforms.
• Investigate account, booking, payment, promo, refunds and platform-related issues.
• Provide clear and timely updates to customers throughout the resolution process.
• Coordinate with Operations, Finance, Technology and other internal teams to resolve escalated cases.
• Escalate technical, payment, fraud or safety-related matters per procedures.
• Maintain complete case records, supporting documents and follow-up actions.
• Meet response-time, productivity, SLAs and quality standards.
• Identify recurring issues and provide feedback for process improvements.
• Maintain response templates, SOPs and internal knowledge resources.
• Perform other customer-service and operational duties as assigned.

Skills

Written communication

Verbal communication

Attention to detail

Multitasking

Customer focus

Education

Diploma or equivalent

Tools

MS Office

CRM systems

Internal systems

Job description

About the Role

Our client is an established technology-enabled mobility company seeking a detail-oriented Customer Service Executive to support its backend customer-service operations.

You will manage service enquiries through digital support channels, investigate account and transaction-related issues, and coordinate with internal teams to ensure timely and accurate resolutions.

Key Responsibilities

• Handle customer enquiries, complaints and service requests through email, live chat and ticketing platforms.

• Investigate account, booking, payment, promotional, refund and platform-related issues using internal systems and records.

• Provide clear and timely updates to customers throughout the resolution process.

• Coordinate with Operations, Finance, Technology and other internal teams to resolve complex or escalated cases.

• Escalate technical, payment, fraud or safety-related matters according to established procedures.

• Maintain complete and accurate case records, supporting documents and follow-up actions.

• Meet response-time, productivity, service-level and quality standards.

• Identify recurring service issues and provide feedback to support process improvements.

• Maintain response templates, standard operating procedures and internal knowledge resources.

• Perform other customer-service and operational duties as assigned.

Requirements

• N-Level, O-Level, NITEC, Diploma or equivalent qualification.

• Previous experience in customer service, backend support, operations or case management is advantageous.

• Strong written and verbal communication skills.

• Patient and service-oriented, with the ability to handle complaints professionally.

• Strong attention to detail and ability to manage multiple cases simultaneously.

• Comfortable using customer-service platforms, internal systems and Microsoft Office applications.

• Able to investigate issues systematically and coordinate with different stakeholders.

• Fresh graduates with strong communication and problem-solving abilities are welcome to apply.

What We Are Looking For

• Customer-focused and empathetic

• Responsible and attentive to detail

• Calm when handling challenging cases

• Comfortable working in a fast-paced environment

• Collaborative and proactive in resolving issues

• Interested in improving service processes and customer outcomes