Customer Care Executive

Role overview

This position focuses on managing customer accounts, strengthening client relationships, and ensuring service excellence through direct, face-to-face engagement and timely support. The role also involves identifying retention risks, resolving concerns, and spotting opportunities to expand accounts through additional products or services.

Account management

• Act as the main point of contact for the customers assigned to you.
• Develop durable working relationships with clients through in-person interactions.
• Learn each customer’s needs, business objectives, and pain points so suitable solutions can be recommended.
• Carry out regular check-ins and account reviews to help maintain satisfaction.

Customer retention

• Track account engagement to spot signs that a customer may be at risk of leaving.
• Address complaints and concerns early to reduce churn.
• Collect customer feedback and share suggestions to improve service delivery and internal processes.
• Work consistently to sustain strong loyalty and satisfaction levels.

Upselling and cross-selling

• Look for chances to offer additional products, upgraded services, or expanded solutions to existing accounts.

Customer support and administration

• Handle customer questions and requests through phone, email, chat, or similar channels.
• Follow up on contract renewals and support discussions around price increases, service packages, and other account matters.
• Keep customer information accurate and up to date in the internal system.
• Operate in line with company policies and service quality expectations.

Requirements

• Background in customer service, call centre operations, or sales administration is preferred.
• Comfort using Google applications and general computer systems is important.
• No previous experience is necessary, as training will be provided on the job.
• Strong communication skills and a customer-first mindset are needed.
• You should be dependable, able to work on your own, and also contribute well in a team.
• Resilience and a calm approach are essential when dealing with difficult complaints or unhappy customers.
• The role calls for someone who can juggle multiple tasks, think analytically, and maintain attention to detail.
• Adaptability and a proactive attitude are important in a fast-changing environment.

Benefits

• Five-day work week with hours from 8.30am to 5.45pm.
• After probation is completed, Friday can be worked in a hybrid arrangement.
• Work location is in the McPherson area, about a 10-minute walk from Tai Seng MRT.
• 16 days of annual leave.
• Annual Wage Supplement (AWS).
• Performance-based annual salary increases.
• Medical and dental coverage, plus insurance protection for in/out medical needs.