Customer Service Executive/Senior Executive (Heavy Equipment/Construction)

Job Responsibilities:

• Provide timely and professional support to international and local customers through inbound/outbound calls, emails, and chat.
• Handle customer inquiries and service tickets efficiently based on defined service workflows and responsibility matrices.
• Ensure smooth communication with foreign customers, frontline engineers, and internal support teams.
• Assign service tickets appropriately and escalate exceptional cases following established protocols.
• Maintain detailed and accurate service records and customer interaction logs.
• Proactively identify recurring issues or process gaps, propose and assist in implementing optimization solutions.
• Understand and utilize desktop cloud systems and customer service tools effectively.
• Adhere to the policies and procedures of the customer service center.

Job Requirements:

• Diploma or higher in any discipline.
• Proficient in using and maintaining Windows, iOS, and Android operating systems.
• Skilled in common office software and IT tools (installation, configuration, and troubleshooting).
• Familiar with desktop cloud products and call center systems.
• Strong communication and interpersonal skills.
• Quick learner, with the ability to adapt to new business processes and systems.
• Strong analytical and problem-solving skills.
• Proactive, detail-oriented, and a team player.