Client & Customer Experience Coordinator

DKSH Group; Singapore; On-site; SGD 36,000 - 85,000; Full time

Job summary

DKSH is seeking a Service Administrator to deliver high-quality customer engagement across the full client journey. The role emphasizes structured problem-solving, cross-functional coordination, and data-driven insights to elevate customer experience at every touchpoint.

You will track fulfilment, update on ETAs and orders, handle inquiries, and escalate complex issues to ensure timely resolutions while maintaining strong customer relationships and accurate records.

Qualifications

• Diploma or equivalent in Business, Marketing, Communications or related field.
• Minimum 3 years in customer service or service operations.
• Strong knowledge of Customer Experience (CX) principles and practices.
• Business analytics and data reporting capabilities for service performance.
• Understanding of service operations and process improvement methodologies.
• Experience with CRM or SAP systems preferred.
• Excellent written and verbal communication skills across stakeholders.

Responsibilities

• Track fulfilment timelines and provide service status updates across the full client journey.
• Handle inquiries and complaints with professionalism using structured problem solving.
• Escalate complex issues to ensure effective resolution per policy.
• Build and maintain customer relationships to support retention and loyalty.
• Coordinate with internal teams on order processing and service transactions.
• Ensure accurate order acknowledgement, ETAs, and invoicing documentation.
• Update records and identify upsell opportunities such as parts sales and renewals.
• Monitor inventory levels and coordinate delivery schedules with service teams.
• Coordinate installation, maintenance, and calibration activities as needed.
• Manage claims and exceptions for damaged cargo and escalations.

Skills

Customer service

Service operations

CRM knowledge

Data reporting

Process improvement

SAP experience

Communication skills

Education

Diploma in Business/Marketing/Communications

Job description

DKSH is seeking a Service Administrator to deliver high-quality customer engagement across the full client journey. The role emphasizes structured problem-solving, cross-functional coordination, and data-driven insights to elevate customer experience at every touchpoint.

You will track fulfilment, update on ETAs and orders, handle inquiries, and escalate complex issues to ensure timely resolutions while maintaining strong customer relationships and accurate records.