Customer Care Executive

Based in Singapore, DFINITI Technologies specializes in designing and manufacturing advanced process heating equipment and systems tailored for a diverse range of industries including oil and gas, offshore and marine, petrochemical renewable energy, Carbon Capture and Storage (CCS), and refining.

With over extensive years of expertise in Electric Process Heating, DFINITI is committed to delivering high-quality, compliant products and reliable services worldwide. We have established a presence across regions including Asia, Middle East, Europe, South America, and Africa, allowing us to provide localized support and a tailored experience for our global clientele. DFINITI plays a crucial role in the electrification and decarbonization in various sector through innovative electric process heating solutions. Our commitment to sustainability is exemplified by our cutting-edge technologies, such as advanced cartridge elements and new welding methods, along with ongoing research and development in Medium Voltage applications.

DUTIES & RESPONSIBILITIES

• Responsible for collecting, analyzing, and reporting customer feedback across projects, products, and services.
• Identifying service gaps and working with relevant departments to drive continuous improvement initiatives.
• Responsible in improving overall customer satisfaction and service performance.
• Collect customer feedback from surveys, emails, project reviews, complaints records, and internal reports.
• Consolidate and maintain a structured database of customer feedback and satisfaction data.
• Track recurring issues and service trends.
• Analyze customer feedback to identify root causes and improvement opportunities.
• Prepare monthly/quarterly customer satisfaction and service performance reports.
• Present findings to management and relevant departments for improvements.
• Work with Engineering, Project, Operations, Procurement, and Sales teams to propose improvement actions.
• Follow up on corrective and preventive actions (CAPA).
• Monitor implementation of improvement initiatives and measure effectiveness.
• Facilitate communication between departments to resolve systemic issues.

QUALIFICATION/EXPERIENCES

• Degree/Diploma in any discipline
• Minimum 3 years of customer service analysis, experience in engineering / Oil & Gas industry is an advantage.
• Strong analytical and reporting skills
• Excellent communication and presentation skills with fluency in written and spoken English
• Proficient in Microsoft Office.