Customer Service Executive

Job Overview

Key Responsibilities

• Communicate with customers regarding service requests, product status, and expected completion dates.
• Follow up regularly with customers and provide clear service updates.
• Coordinate with drivers to arrange the pickup and delivery of service products from different locations.
• Follow up with technicians regarding product inspection, repair progress, spare parts requirements, and completion status.
• Maintain accurate records of all service cases in Excel or Google Sheets.
• Update customer details, pickup dates, service status, technician remarks, and delivery information.
• Manage customer and internal communication through WhatsApp, telephone, and email.
• Track pending service cases and ensure timely action from the relevant team.
• Follow up on delayed cases and escalate unresolved matters to management.
• Coordinate between customers, drivers, technicians, and other departments.
• Handle customer complaints politely and professionally.
• Prepare daily and weekly reports for pending, completed, and delayed service cases.

Requirements

• Previous experience in customer service, service coordination, after-sales service, or a similar role is preferred.
• Good spoken and written English.
• Good knowledge of Microsoft Excel or Google Sheets.
• Comfortable using WhatsApp, email, and telephone for business communication.
• Strong coordination, follow-up, and problem-solving skills.
• Ability to manage multiple service cases simultaneously.
• Good attention to detail and accurate record-keeping.
• Professional, patient, and customer-focused attitude.
• Basic technical or electronics service knowledge is an advantage.

Preferred Skills

• Customer service
• Service coordination
• Logistics coordination
• Driver and technician follow-up
• Microsoft Excel
• Google Sheets
• WhatsApp communication
• Complaint handling
• Reporting and documentation