Customer Service Executive

CPG Facilities Management Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A facilities management company is seeking a dedicated professional for the role focused on end-to-end call and case management. Responsibilities include managing customer inquiries, coordinating dispatch, ensuring service quality, and maintaining proper documentation. The ideal candidate should have strong communication skills, a customer-oriented mindset, and effective task management abilities. Basic IT proficiency and experience with CRM systems are also required. This position fosters a professional environment with a focus on compliance and continuous improvement.

Responsibilities

• Handle incoming phone calls and emails professionally, accurately, and promptly.
• Act as the first point of contact for customer enquiries, feedback, complaints, and service requests.
• Take ownership of cases from initial receipt through assessment, action, follow-up, and closure.
• Gather sufficient information during calls to assess the nature, urgency, and scope of reported issues.
• Deploy the appropriate contractor, technician, or internal team as per approved procedures.
• Deliver consistent and courteous customer service in line with service standards and KPIs.
• Accurately capture all call, email, and case details in the designated system.
• Track open cases and contractor responses to ensure timely attendance and resolution.
• Adhere strictly to approved workflows and escalation protocols.

Skills

Strong verbal and written communication skills

Customer-oriented mindset with good problem-solving ability

Ability to manage multiple cases and prioritise tasks effectively

Basic IT proficiency and experience with call-logging or CRM systems

Calm, professional, and resilient under pressure

Job description

Shift

10pm - 7.30am

Key Responsibilities

End-to-End Call & Case Management

• Handle incoming phone calls and emails professionally, accurately, and promptly.
• Act as the first point of contact for customer enquiries, feedback, complaints, and service requests.
• Take ownership of cases from initial receipt through assessment, action, follow-up, and closure.

Assessment & Dispatch Coordination

• Gather sufficient information during calls to assess the nature, urgency, and scope of reported issues.
• Deploy the appropriate contractor, technician, or internal team in accordance with approved procedures, service level requirements, and escalation guidelines.
• Provide clear job details and instructions to contractors to enable effective response.

Service Quality & Customer Experience

• Deliver consistent and courteous customer service in line with service standards and KPIs.
• Communicate clearly with customers on service status, expected response timelines, and follow-up actions.
• Escalate urgent, high-risk, or complex cases promptly to supervisors / team leader / team managers.

System Logging & Documentation

• Accurately capture all call, email, and case details in the designated system.
• Perform after-call work promptly to ensure records are complete, clear, and traceable.
• Update case progress, contractor attendance, and closure details in the system.

Monitoring & Follow-Up

• Track open cases and contractor responses to ensure timely attendance and resolution.
• Follow up on outstanding cases and take action where delays or issues are identified.
• Confirm service completion and update case status accordingly.

Compliance & Process Adherence

• Adhere strictly to approved workflows, escalation protocols, data protection requirements, and quality procedures.
• Ensure actions taken are aligned with safety, operational, and contractual requirements.

Continuous Improvement & Support

• Highlight recurring issues, service gaps, or process improvement opportunities observed during daily operations.
• Support audits, quality reviews, and service improvement initiatives when required.

Perform any other ad-hoc duties assigned by the Operations Manager or Management, aligned with operational needs.

Key Competencies & Skills

• Strong verbal and written communication skills
• Customer-oriented mindset with good problem-solving ability
• Ability to manage multiple cases and prioritise tasks effectively
• Basic IT proficiency and experience with call-logging or CRM systems
• Calm, professional, and resilient under pressure