Customer Service Executive

Position Summary:

The Customer Service Executive is responsible for delivering high-quality after-sales support by coordinating customer service activities, service delivery, maintenance contract administration, logistics operations, and training support.

The role serves as the key interface between customers, field service engineers, logistics partners, and internal teams to ensure timely response to customer enquiries, effective service execution, and customer satisfaction.

The incumbent is also responsible for proactively engaging existing customers through outbound calls to promote maintenance contract renewals, service agreements, to support customer retention and revenue growth.

Key Responsibilities

1. Customer Service & Account Management

• Manage customer enquiries, requests, and complaints, ensuring prompt and effective resolution.
• Coordinate with customers on service requirements and provide a high level of customer support.
• Provide proactive after-sales support to new and existing customers.
• Build and maintain strong customer relationships to enhance customer satisfaction and retention.

2. Maintenance Contract Renewal

• Conduct cold calls to existing customers to promote maintenance contract renewal,
• Follow up with customers who have purchased machines but are not under a maintenance contract and promote maintenance contract enrolment and renewal opportunities
• Monitor maintenance contract expiry dates and proactively follow up on renewal opportunities
• Prepare and follow up on contract renewal quotations and service proposals.

3. Service Coordination & Operations

• Schedule field service engineers and monitor service delivery to customers.
• Create work orders upon successful order closure and coordinate service execution.
• Coordinate preventive maintenance, calibration, installation, repair, and training activities.
• Facilitate the exchange of feedback, concerns, and operational information between field personnel and internal teams.

4. Contract & CRM Administration

• Maintain and update customer, machine, and contract information in CRM and internal systems.
• Track service history, contract status, and renewal schedules.
• Ensure service records and documentation are accurately maintained.

5. Logistics & Spare Parts Management

• Process spare parts orders and arrange delivery or installation activities.
• Provide customers with updates on pricing, product availability, order status, and shipment schedules.

Training & General Administration

• Prepare training agendas, materials, manuals, and supporting documentation.
• Coordinate resource scheduling to ensure service commitments are met efficiently.
• Coordinate training schedules for distributors and customers.
• Maintain service-related reports and operational records.
• Support continuous improvement initiatives and team collaboration efforts.
• Arrange travel requirements for overseas guests or field service engineers, including flights, accommodation, visas, and related travel logistics.
• Perform other duties and responsibilities as assigned by management.

Qualifications & Experience

• Minimum Diploma in Business/Sales & marketing or related discipline
• Minimum 3 years’ customer related experience
• Good work knowledge of CRM software
• Excellent communication skills and customer orientation with the ability to adapt/respond to different types of characters.
• Knowledge of mediation and conflict resolution techniques is preferable
• A strong team player with positive work attitude and committed to work duties to maintain and exceed the expected service level where required