Customer Experience Specialist

Kalsec Asia Pacific Pte Ltd; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

Kalsec Asia Pacific Pte Ltd is seeking a Customer Service role in Singapore to serve as the main contact for inquiries, complaints, and service requests. You will work closely with sales, operations, logistics, and finance to resolve issues promptly and maintain strong customer relationships.

The role emphasizes timely responses, accurate record-keeping, and ongoing service delivery improvements, including after-sales follow-up and performance reporting. Night shifts with US HQ may be required.

Qualifications

• Diploma or degree in Business Administration, Customer Service, Communications, or a related field.
• Relevant experience in customer service or customer experience, or a similar role.
• Good problem-solving, complaint-handling, and conflict-resolution abilities.
• Customer-focused mindset with a professional and positive attitude.

Responsibilities

• Handle customer inquiries, requests, complaints, and feedback through appropriate communication channels.
• Provide timely, accurate, and professional responses to customer issues and service-related matters.
• Coordinate with internal departments such as sales, operations, logistics, or finance to resolve customer concerns effectively.
• Monitor and follow up on open cases to ensure issues are resolved within agreed timelines.
• Maintain accurate records of customer interactions, complaints, actions taken, and outcomes.
• Support order processing, service delivery coordination, and after-sales follow-up where required.
• Gather and analyze customer feedback to support continuous improvement initiatives.
• Build and maintain positive relationships with customers to strengthen satisfaction and loyalty.
• Prepare regular reports on customer issues, service performance, and trends for management review.
• Ensure compliance with company policies, service standards, and relevant procedures.
• Handle customer complaints and work with internal team to investigate root causes and provide solutions or corrective action within the time limits and follow up to ensure resolution.
• Participate in night calls if any with US headquarters as required.
• Ad-hoc duties as assigned by supervisor.

Skills

Problem solving

Customer focus

Attention to detail

Cross-functional teamwork

Independent work

Education

Diploma/Degree in Business Administration or related

Tools

CRM tools

MS Office

Job description

Job Summary:

This role serves as a key point of contact for customer inquiries, complaints, and service requests, while working closely with internal teams to ensure timely resolution and high service standards. The position also supports customer retention and business growth by building strong relationships, identifying service improvement opportunities, and promoting customer satisfaction.

Key Responsibilities

• Handle customer inquiries, requests, complaints, and feedback through appropriate communication channels.
• Provide timely, accurate, and professional responses to customer issues and service-related matters.
• Coordinate with internal departments such as sales, operations, logistics, or finance to resolve customer concerns effectively.
• Monitor and follow up on open cases to ensure issues are resolved within agreed timelines.
• Maintain accurate records of customer interactions, complaints, actions taken, and outcomes.
• Support order processing, service delivery coordination, and after-sales follow-up where required.
• Gather and analyze customer feedback to support continuous improvement initiatives.
• Build and maintain positive relationships with customers to strengthen satisfaction and loyalty.
• Prepare regular reports on customer issues, service performance, and trends for management review.
• Ensure compliance with company policies, service standards, and relevant procedures.
• Handle customer complaints and work with internal team to investigate root causes and provide solutions or corrective action within the time limits and follow up to ensure resolution.
• Participate in night calls if any with US headquarters as required.
• Ad-hoc duties as assigned by supervisor.

Requirements

• Diploma or degree in Business Administration, Customer Service, Communications, or a related field

• Relevant experience in customer service or customer experience, or a similar role

• Good problem-solving, complaint-handling, and conflict-resolution abilities.

• Customer-focused mindset with a professional and positive attitude

• Proficient in Microsoft Office and customer service systems or CRM tools

• Strong organizational skills and attention to detail

• Ability to work independently and collaboratively with cross-functional teams

This job description is not intended to cover every detail, or every aspect of the job identified. Other duties may and will be assigned based upon the workload and needs of the department.

Working Location:

15 Senoko Drive, Singapore 758202