Customer Service Executive

After-Sales Service Officer / Service Operations Executive

Job Summary:

The Service and Complaint Officer is responsible for handling customer service requests, managing complaints, coordinating with internal service teams, and ensuring timely resolution to maintain high customer satisfaction. The role acts as a key link between customers, service engineers, sales, and operations.

Key Responsibilities:

• Receive, register, and track customer service requests and complaints through phone, email, or CRM system
• Acknowledge complaints promptly and ensure timely resolution as per company service standards
• Coordinate with service engineers, spare parts team, and other departments for issue resolution
• Maintain detailed records of complaints, actions taken, and closure status
• Follow up with customers to confirm satisfaction after service completion
• Escalate unresolved or critical issues to senior management when required
• Prepare daily, weekly, and monthly service and complaint reports
• Support warranty claims, service documentation, and customer communication
• Assist in improving service processes based on recurring complaint analysis
• Ensure compliance with company policies and service-level agreements (SLAs)
  

Required Skills & Competencies

• Strong communication and interpersonal skills
• Problem-solving and customer-handling ability
• Basic technical understanding of machinery / industrial equipment (preferred for Ecostan products)
• Good coordination and follow-up skills
• Proficiency in MS Office (Excel, Word, Outlook) and CRM systems
• Ability to handle pressure and manage multiple complaints simultaneously
  

Qualifications

• Graduate or Diploma in Engineering / Business Administration / Any relevant field
• 2-3 years of experience in customer service, after-sales service, or complaint handling
• Experience in manufacturing or industrial machinery sector is an advantage