Senior Executive / Executive, Customer Service (Careline)

Senior Executive / Executive, Customer Service (Careline)

We are seeking a passionate and customer-oriented Customer Service Executive (Careline) to join our team. The ideal candidate will serve as the first point of contact for customers, handling all enquiries, feedback and complaints through multiple communication channels including phone calls, emails, WhatsApp, walk-ins, and social media.

This role is key to ensuring customer satisfaction and maintaining Mah Sing’s reputation for excellent service.

Key Responsibilities

Attend to all customer enquiries, feedback, and complaints via Omni Channel (Salesforce) and ensure resolution within the defined SLA timeframe .

Record all interactions accurately in the Salesforce system and coordinate with relevant departments for prompt follow-up and case closure.

Manage and respond professionally to customer feedback on social media platforms (Facebook, etc.) , ensuring timely and appropriate responses.

Liaise with potential customers and ensure sales leads are routed correctly to the Sales team via Salesforce.

Maintain strong relationships with customers and actively follow up to enhance customer satisfaction and survey response rates .

Support ad hoc assignments or tasks as required by the department to ensure smooth operations.

Requirements

Education : Minimum Diploma in Business Administration or related field.

Experience : 1–3 years of working experience in customer service, call center, or related roles.

Skills & Competencies :

Strong communication and interpersonal skills.

Excellent problem-solving and multi-tasking abilities.

Patient, empathetic, and able to work under pressure.

Proficient in Microsoft Office and comfortable using CRM systems (Salesforce experience is an advantage).

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