Customer Service Executive

HEXAGON METROLOGY ASIA PACIFIC PTE. LTD.; Singapore; On-site; SGD 32,000 - 52,000; Full time

Job summary

HEXAGON METROLOGY ASIA PACIFIC PTE. LTD. seeks a Customer Service Executive to deliver high-quality after-sales support, coordinating service activities, maintenance contracts, logistics, and training.

The role interfaces with customers, field engineers, logistics partners, and internal teams to ensure timely responses and effective service execution. It involves proactive outbound calls to promote contract renewals and drive customer retention and revenue growth, with a strong emphasis on

Qualifications

• Minimum Diploma in Business/Sales & marketing or related discipline.
• Minimum 3 years' customer related experience.
• Good work knowledge of CRM software.
• Excellent communication skills and customer orientation with the ability to adapt/respond to different types of characters.
• Knowledge of mediation and conflict resolution techniques is preferable.
• A strong team player with positive work attitude and committed to work duties to maintain and exceed the expected service level where required.

Responsibilities

• Coordinate with customers on service requirements and provide high level support.
• Proactively engage existing customers to promote maintenance contract renewals and service agreements.
• Schedule field service engineers and monitor service delivery to customers.
• Maintain and update customer, machine, and contract information in CRM and internal systems.
• Process spare parts orders and arrange delivery or installation activities.
• Arrange training agendas, materials, and schedules for distributors and customers.

Skills

Customer service

Communication

Account management

Education

Diploma in Business/Sales & marketing

Tools

CRM software

Job description

Position Summary

The Customer Service Executive is responsible for delivering high-quality after-sales support by coordinating customer service activities, service delivery, maintenance contract administration, logistics operations, and training support.

The role serves as the key interface between customers, field service engineers, logistics partners, and internal teams to ensure timely response to customer enquiries, effective service execution, and customer satisfaction.

The incumbent is also responsible for proactively engaging existing customers through outbound calls to promote maintenance contract renewals, service agreements, to support customer retention and revenue growth.

Key Responsibilities

• Customer Service & Account Management
  Manage customer enquiries, requests, and complaints, ensuring prompt and effective resolution.
  Coordinate with customers on service requirements and provide a high level of customer support.
  Provide proactive after-sales support to new and existing customers.
  Build and maintain strong customer relationships to enhance customer satisfaction and retention.

• Maintenance Contract Renewal
  Conduct cold calls to existing customers to promote maintenance contract renewal,
  Follow up with customers who have purchased machines but are not under a maintenance contract and promote maintenance contract enrolment and renewal opportunities
  Monitor maintenance contract expiry dates and proactively follow up on renewal opportunities
  Prepare and follow up on contract renewal quotations and service proposals.

• Service Coordination & Operations
  Schedule field service engineers and monitor service delivery to customers.
  Create work orders upon successful order closure and coordinate service execution.
  Coordinate preventive maintenance, calibration, installation, repair, and training activities.
  Facilitate the exchange of feedback, concerns, and operational information between field personnel and internal teams.

• Contract & CRM Administration
  Maintain and update customer, machine, and contract information in CRM and internal systems.
  Track service history, contract status, and renewal schedules.
  Ensure service records and documentation are accurately maintained.

• Logistics & Spare Parts Management
  Process spare parts orders and arrange delivery or installation activities.
  Provide customers with updates on pricing, product availability, order status, and shipment schedules.
  Training & General Administration
  Prepare training agendas, materials, manuals, and supporting documentation.
  Coordinate resource scheduling to ensure service commitments are met efficiently.
  Coordinate training schedules for distributors and customers.
  Maintain service-related reports and operational records.
  Support continuous improvement initiatives and team collaboration efforts.
  Arrange travel requirements for overseas guests or field service engineers, including flights, accommodation, visas, and related travel logistics.
  Perform other duties and responsibilities as assigned by management.

Qualifications & Experience

• Minimum Diploma in Business/Sales & marketing or related discipline
• Minimum 3 years' customer related experience
• Good work knowledge of CRM software
• Excellent communication skills and customer orientation with the ability to adapt/respond to different types of characters.
• Knowledge of mediation and conflict resolution techniques is preferable
• A strong team player with positive work attitude and committed to work duties to maintain and exceed the expected service level where required