Junior Customer Service Executive (Call Center) - Office hour

TELISTAR SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 30,000 - 40,000; Full time

Job summary

A leading service provider in Singapore is looking for a highly motivated Junior Customer Service Executive to manage customer interactions and ensure service delivery. In this role, you will log cases, coordinate service orders, and generate reports using Excel. The ideal candidate has a GCE ‘N’ Level or equivalent, 1 year of call center experience, and proficiency in Microsoft Office. Join our team to contribute to a customer-oriented environment.

Benefits

Training provided

Qualifications

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

Responsibilities

• Manage inbound and outbound customer interactions through phone and email.
• Log, track, and update service requests within the ITSM system.
• Prepare and analyze operational reports using Excel.

Skills

Customer service orientation

Communication skills

Microsoft Excel (advanced)

Education

GCE ‘N’ Level / ITE NITEC qualification

Tools

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.