Customer Service Executive

Job Summary

We are looking for a proactive and
customer-focused Customer Service Executive to join our dynamic team.
The ideal candidate will be responsible for providing exceptional service
across multiple customer touchpoints—calls, emails, and walk-ins—while meeting
service level expectations.

In addition to managing customer interactions,
you will also support operational functions, gather feedback for continuous
improvement, and perform telemarketing outreach to boost customer engagement
and service awareness. This role suits a reliable team player with strong
communication skills, attention to detail, and the ability to work under
pressure.

Key
Responsibilities

Customer
Service & Front Desk Support

• Respond promptly and professionally to incoming customer calls,
  maintaining a high standard of service.


• Reply to customer emails within 20 minutes, ensuring accuracy,
  completeness, and quality.


• Provide consistent and courteous service across all communication
  channels, including in-person walk-ins.


• Conduct timely follow-ups on undelivered shipments according to
  SOPs.


• Escalate complex or unresolved issues to the Customer Service
  Manager.


• Rotate in front desk responsibilities, attending to walk-in
  customers during office hours.

Workplace
Conduct & Personal Accountability

• Maintain a high attendance and punctuality record (minimum 95%).


• Submit leave requests at least one week in advance for approval.


• Follow allocated break schedules strictly.


• Complete all assigned tasks within stipulated timelines and
  expectations.

Business
Operations & Process Improvement

• Report customer feedback and key issues to the Operations
  Supervisor and CS Manager.


• Monitor and manage unconfirmed online bookings proactively.


• Contribute ideas for improving service processes and business
  workflow.


• Perform telemarketing and outbound calls to promote
  services, follow up on leads, and generate interest.


• Make collection calls to local and international clients with
  outstanding payments.


• File and sort job sheets/movement charts daily for quick access to
  PODs.


• Handle manual billing adjustments and urgent booking changes as per
  SOP.


• Prepare manual job sheets for selected accounts where needed.


• Encourage and assist customers in adopting cashless/digital payment
  options.

Ad Hoc
Support

• Provide operational support when required; duties will be shared on
  a rotational basis with fellow CS Executives.

Qualifications
& Skills

• Minimum GCE 'O' Level or equivalent.


• Minimum 1 year of experience in customer service (preferred but not
  mandatory).


• Strong written, verbal, and face-to-face communication skills.


• Confident in telemarketing and cold calling to engage
  customers effectively.


• Excellent analytical thinking and customer problem-resolution
  skills.


• Ability to remain calm and professional in challenging situations.


• Team-oriented mind-set with the ability to work independently when
  needed.


• Proficient in Microsoft Office (Word, Excel, Outlook); CRM
  familiarity is an advantage.

What We
Offer

• A supportive, collaborative work environment.


• Opportunities for professional growth and upskilling.


• Exposure to key operations and customer engagement strategies.


• Performance-based incentives and benefits.


• Development of telemarketing and customer retention skills.