Night Shift Customer Care & Dispatch Specialist

CPG Facilities Management Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A facilities management company is seeking a dedicated professional for the role focused on end-to-end call and case management. Responsibilities include managing customer inquiries, coordinating dispatch, ensuring service quality, and maintaining proper documentation. The ideal candidate should have strong communication skills, a customer-oriented mindset, and effective task management abilities. Basic IT proficiency and experience with CRM systems are also required. This position fosters a professional environment with a focus on compliance and continuous improvement.

Responsibilities

• Handle incoming phone calls and emails professionally, accurately, and promptly.
• Act as the first point of contact for customer enquiries, feedback, complaints, and service requests.
• Take ownership of cases from initial receipt through assessment, action, follow-up, and closure.
• Gather sufficient information during calls to assess the nature, urgency, and scope of reported issues.
• Deploy the appropriate contractor, technician, or internal team as per approved procedures.
• Deliver consistent and courteous customer service in line with service standards and KPIs.
• Accurately capture all call, email, and case details in the designated system.
• Track open cases and contractor responses to ensure timely attendance and resolution.
• Adhere strictly to approved workflows and escalation protocols.

Skills

Strong verbal and written communication skills

Customer-oriented mindset with good problem-solving ability

Ability to manage multiple cases and prioritise tasks effectively

Basic IT proficiency and experience with call-logging or CRM systems

Calm, professional, and resilient under pressure

Job description

A facilities management company is seeking a dedicated professional for the role focused on end-to-end call and case management. Responsibilities include managing customer inquiries, coordinating dispatch, ensuring service quality, and maintaining proper documentation. The ideal candidate should have strong communication skills, a customer-oriented mindset, and effective task management abilities. Basic IT proficiency and experience with CRM systems are also required. This position fosters a professional environment with a focus on compliance and continuous improvement.