Junior Customer Service Executive (Call Center) - Office hour

-; Singapore; On-site; SGD 30,000 - 40,000; Full time

Job summary

A customer service provider in Singapore is seeking a motivated Junior Customer Service Executive to handle customer interactions through phone and email. The role involves logging service requests, coordinating field service engineers, and generating reports. Candidates should have minimum GCE 'N' Level or equivalent qualification, alongside proficiency in Microsoft Excel and strong communication skills.

Benefits

Training provided

Qualifications

• 1 year of relevant experience in a call center or IT service desk environment preferred.
• Strong customer service orientation with the ability to manage challenging situations.

Responsibilities

• Manage inbound and outbound customer interactions via phone and email.
• Log and update service requests and incidents in the ITSM portal.
• Coordinate with Field Service Engineers for timely service delivery.
• Prepare operational reports using Microsoft Excel.

Skills

Customer service orientation

Proficient in Microsoft Excel

Excellent communication skills

Detail-oriented

Education

Minimum GCE 'N' Level / ITE NITEC qualification

Tools

Microsoft Office Suite

ITSM platforms (e.g., ServiceNow)

Job description

Junior Customer Service Executive (Call Center) - Office hour

• Work location: Redhill / 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.