Customer Service Executive (Permanent Night Shift)

CPG Facilities Management Pte Ltd; Singapore; On-site; SGD 30,000 - 42,000; Full time

Job summary

CPG Facilities Management Pte Ltd is seeking a Customer Service Executive to manage service requests from start to end, including taking calls and emails, logging cases, coordinating contractor deployment, and ensuring follow-up and closure in line with service standards.

The role supports service continuity, customer satisfaction, and operational accountability while working the night shift from 10pm to 7:30am at Woodlands.

Qualifications

• 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

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 tradesmen, contractors, technician, or internal team in accordance with approved procedures, service level requirements, and escalation guidelines.
• Provide clear job details and instructions when raising service requests to the relevant service deployment team / tradesmen / contractors to enable effective response.
• 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 the Senior Customer Service Executive or Customer Service Lead or Assistant Operations Manager in accordance with escalation procedures.
• 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.
• Ensure accurate categorisation and tagging of cases to support reporting and operational analysis.
• 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.
• Adhere strictly to approved workflows, escalation protocols, data protection requirements, and quality procedures.
• Ensure actions taken are aligned with safety, operational, and contractual requirements.
• 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 Customer Service Lead or Assistant Operations Manager, aligned with operational needs.

Skills

Verbal communication

Written communication

Customer focus

Multitasking

CRM systems

Calm under pressure

Tools

CRM systems

Job description

The Customer Service Executive is responsible for managing service requests from start to end, including receiving calls and/or emails, assessing and logging cases, coordinating contractor deployment where required, and ensuring proper follow-up and closure in accordance with established service standards and procedures. The role supports service continuity, customer satisfaction, and operational accountability.

Shift Hours: 10pm - 7.30am

Key Responsibilities

1. 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.

2. Assessment & Dispatch Coordination

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

3. 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 the Senior Customer Service Executive or Customer Service Lead or Assistant Operations Manager in accordance with escalation procedures.

4. 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.
• Ensure accurate categorisation and tagging of cases to support reporting and operational analysis.

5. 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.

6. 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.

7. 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 Customer Service Lead or Assistant Operations Manager, 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

Employment Type: 2-year employment contract (renewable/convertible) with benefits

Work Location: Woodlands