Customer Service Executive

Sembcorp Industries • West, TX

70d

About The Position

The position involves managing customer interactions across various channels, ensuring effective complaint resolution, and supporting the training and development of retail agents. The role also includes monitoring performance metrics and ensuring compliance with data protection regulations.

Requirements

• Diploma/Degree
• Preferably with 3 years' experience in Customer Service
• Excellent interpersonal skills with a pleasant personality
• Able to communicate with English and one other language

Responsibilities

• Manage inbound/outbound calls, emails, live chat, and digital channels. Ensure all interactions are logged in relevant CRM systems.
• Oversee complaint resolution processes and escalate issues when necessary. Track Voice of Customer (VOC) feedback.
• Coach and support retail agents. Conduct training sessions and maintain SOPs and onboarding materials.
• Track KPIs (e.g., CSAT, average handling time). Prepare performance reports and use insights to improve service.
• Ensure compliance with PDPA and internal privacy policies. Maintain accurate records and support audits.

What This Job Offers

• Industry: Utilities
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees