Customer Experience & Service Operations Specialist

DKSH Management Ltd.; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

DKSH is seeking a Service Administrator to deliver high-quality customer engagement across the client journey. The role focuses on issue resolution, service improvement, and cross-functional coordination within technology-driven service operations.

With a minimum of 3 years in customer service or service operations, you will manage orders, provide updates, maintain records, and identify upsell opportunities while ensuring compliance with service standards and timelines.

Qualifications

• Minimum 3 years of relevant experience in customer service or service operations.
• Strong knowledge of CX principles and practices.
• Analytics and reporting to support performance monitoring.
• Understanding of service operations and process improvement methodologies.
• Experience with CRM or SAP is preferred.
• Excellent written and verbal communication across stakeholders.

Responsibilities

• Track fulfilment timelines, provide status updates, and manage customization orders across sales and service functions.
• Deliver timely, personalized customer service across interactions, handling inquiries and complaints with professionalism.
• Escalate complex issues to ensure effective resolution while adhering to policies.
• Build and maintain strong customer relationships to support retention and loyalty.
• Coordinate with internal teams on order processing and service transactions for accurate delivery.
• Ensure accurate order acknowledgement, ETAs, invoicing, including proforma and tax documents.
• Maintain customer and service records and identify upsell opportunities like parts and renewals.
• Update team leads on inventory levels to ensure stock availability and continuity.

Skills

CX Knowledge

Data Analytics

Process Improvement

CRM/SAP

Communication Skills

Customer Service

Team Coordination

Education

Diploma in Business/Marketing/Comms

Job description

DKSH is seeking a Service Administrator to deliver high-quality customer engagement across the client journey. The role focuses on issue resolution, service improvement, and cross-functional coordination within technology-driven service operations.

With a minimum of 3 years in customer service or service operations, you will manage orders, provide updates, maintain records, and identify upsell opportunities while ensuring compliance with service standards and timelines.