Junior Customer Service Executive (Training provided)

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

Job summary

A leading customer service firm in Singapore is seeking a Junior Customer Service Executive. This role involves managing customer interactions, logging service requests in ITSM systems, and preparing operational reports using Excel. Candidates should have at least a GCE 'N' Level/ITE NITEC qualification and prior experience in a call center or helpdesk environment. Strong communication and customer service skills are essential.

Qualifications

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

Responsibilities

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

Skills

Customer service orientation

Communication skills

Detail-oriented

Proficient in Microsoft Office Suite

ITSM platform familiarity

Education

GCE ‘N’ Level / ITE NITEC or equivalent

Tools

Microsoft Excel

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.