Customer Support Executive

Kinetics Consultancy Pte Ltd; Singapore; On-site; SGD 42,000 - 56,000; Full time

Job summary

Absolute Kinetics Consultancy (AKC) Pte Ltd is seeking a customer support professional to manage high volumes of enquiries by phone and email, providing timely, accurate solutions and logging cases in a CRM system. You will troubleshoot issues and escalate unresolved items to ensure service standards are met.

In this role, you will maintain detailed records, collaborate with cross-functional teams, and contribute to high customer satisfaction by delivering prompt and effective assistance in a

Qualifications

• Strong listening and communication skills.
• Proficient in using CRM or ticketing tools.
• Ability to work under pressure and meet targets.

Responsibilities

• Respond promptly to customer enquiries via phone and email.
• Troubleshoot customer issues and deliver accurate solutions.
• Log detailed cases in CRM or ticketing systems and keep records up to date.
• Escalate unresolved issues to appropriate teams for timely resolution.
• Maintain adherence to response time and service level expectations.

Skills

Customer service

Communication skills

Active listening

CRM usage

Tools

CRM software

Ticketing system

MS Office

Job description

Company Overview / Employee Value Proposition

Absolute Kinetics Consultancy (AKC) Pte Ltd officially opened for business on 18th April 2001. AKC is an Approved Training Organisation appointed by SkillsFuture Singapore (SSG) to provide a wide range of courses approved by Ministry of Manpower (MOM), SkillsFuture Singapore (SSG), Singapore Resuscitation and First Aid Council (SRFAC), & Singapore Civil Defence Force (SCDF). Its clientele list includes SMEs to MNCs from various industrials ranging from construction, manufacturing, oil & gas to employment firms (Certificate of Employment Intermediaries for Key Appointment Holders & General Employees). The company is also an approved MOM SIP (Settling in Programme for Foreign Domestic Workers) training center and an approved Food Safety training provider. AKC conducts workplace and health safety courses as its core business and also offers consultancy, risk management and other specialised training services such as certificate for employment intermediaries. It also has a team of around 100 professionals (comprising full time and part time trainers) skilled in various safety specialisations such as construction safety, scaffolding, shipyard safety, metalworking and welding, amongst others.

Job Summary

You will manage high volumes of customer enquiries by responding promptly via phone and email, troubleshooting issues to provide accurate solutions, logging cases and updates in CRM or ticketing systems, and escalating unresolved issues to meet service standards.

Responsibilities

• Respond promptly to customer enquiries via phone and email to ensure timely support
• Troubleshoot customer issues by identifying problems and delivering accurate solutions
• Log detailed cases and updates in CRM or ticketing systems to maintain accurate records
• Escalate unresolved issues to appropriate teams to ensure timely resolution
• Meet response time and service level expectations to maintain customer satisfaction

Preferred competencies and qualifications

• Demonstrate strong listening and communication skills to understand and address customer needs
• Use CRM or ticketing tools effectively to track and manage customer interactions
• Work efficiently under pressure to meet targets and maintain service quality