Junior Customer Service Executive

TELISTAR SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading customer service provider in Singapore is seeking a Junior Customer Service Executive to manage inbound and outbound interactions. Responsibilities include logging and tracking service requests, coordinating with Field Service Engineers, and preparing operational reports. Candidates should have a GCE ‘N’ Level or equivalent, along with strong communication skills and proficiency in Microsoft Excel.

Benefits

Training provided

Qualifications

• Minimum GCE ‘N’ Level / ITE NITEC qualification or equivalent.
• 1 year of relevant experience in a call center or IT service desk preferred.
• Proficient in Microsoft Office Suite, advanced skills in Excel.

Responsibilities

• Manage inbound and outbound customer interactions via phone and email.
• Accurately log, track, and update service requests in the ITSM portal.
• Coordinate dispatch for Field Service Engineers (FSEs).

Skills

Customer service orientation

Communication skills

Detail-oriented

Education

GCE ‘N’ Level / ITE NITEC qualification

Tools

Microsoft Office Suite

ITSM platforms

Job description

Junior Customer Service Executive - Office hour

• Work location: Paya Lebar
• Target start date: End November 2025.
• Training provided

Responsibilities

We are seeking a highly motivated and customer-oriented Call Center Executive to join our team in Singapore. The incumbent will be responsible for managing inbound and outbound customer interactions through phone and email, ensuring timely case logging within the IT Service Management (ITSM) system, and coordinating service delivery with Field Service Engineers (FSEs). The role also entails report generation, compliance with established service standards, and providing administrative support as required.

• Handle incoming calls and emails from customers in accordance with established Service Level Agreements (SLAs).
• Accurately log, track, and update service requests, incidents, and tickets within the ITSM portal.
• Dispatch and coordinate Field Service Engineers (FSEs), ensuring service orders are assigned promptly and effectively.
• Register customer interactions in the service management system, following defined call management processes and ensuring adherence to quality standards.
• Prepare and analyze operational reports using Microsoft Excel, including the use of formulas, VLOOKUP, and Pivot Tables.
• Monitor open cases to ensure timely escalation, follow-up, and resolution.
• Deliver professional and clear communication to both customers and internal stakeholders.
• Support continuous service improvement initiatives and compliance with internal policies and procedures.
• Perform any ad hoc duties as assigned by the Team Lead or Management.

Requirements

• Minimum GCE ‘N’ Level / ITE NITEC qualification or equivalent qualification.
• 1 year of relevant experience in a call center, helpdesk, or IT service desk environment preferred.
• Proficient in Microsoft Office Suite, with advanced skills in Excel (VLOOKUP, Pivot Tables, and reporting functions).
• Familiarity with ITSM platforms (e.g., ServiceNow, Remedy, ManageEngine) will be advantageous.
• Excellent communication skills
• Strong customer service orientation with the ability to manage challenging situations professionally.
• Detail-oriented, well-organized, and able to work independently as well as collaboratively within a team.