Customer Support Executive

At Crestar, we don’t just move air — we move ideas. As a leader in ceiling fan innovation and energy-efficient climate solutions, we’ve been helping homes and businesses stay comfortable, stylish, and sustainable for over 20 years.

We are looking for Customer Support Executive to join our company. The role involves providing prompt support service, customer service, and administrative tasks to drive business growth and ensure customer satisfaction.

We value employee well-being with a range of wellness events, flexible working environments and conducive workspaces. We encourage employees’ contributions to reimagine comfort and sustainability in homes.

Job Description:

Customer Inquiries

·        Respond to customer inquiries via phone, email, chat, or in-person in a prompt, courteous, and professional manner

·        Provide information about products, services, pricing, and company policies.

Issue Resolution

·        Address and resolve customer complaints, concerns, and issues effectively and efficiently.

·        Investigate and analyse problems to identify root causes and implement solutions.

FNG System

·        Understand the function and guide of using the FNG system.

·        Submit servicing requests for customer.

·        Assign tasks to technician.

·        Liaise with FNG(servicing booking system) & Nautilus (phone support)

Servicing Appointment

·        Arrange servicing appointment with customer.

·        Maintain clear and concise communication with customers, ensuring they understand the information provided.

Customer Feedback

·        Follow up with customers to ensure that their issues have been resolved to their satisfaction.

·        Solicit and collect customer feedback to assess satisfaction and identify areas for improvement.

·        Relay feedback to management, sales & technician for consideration in decision-making process.

Team Collaboration

·        Collaborate with other team members and departments to resolve customer issues and improve processes.

·        Share customer feedback and insights with relevant teams for product/service improvements.

Product Knowledge

·        Develop and maintain in-depth knowledge of the company’s products or services to provide accurate information to customers.

Warranty Cards

·        Submit online warranty for customer (from email).

·        Check submission for customer.

Google Reviews Management

·        Encourage satisfied customers to leave positive reviews and address any negative feedback professionally and promptly.

Training and Development

·        Participate in training programs and workshops to enhance customer service skills and product knowledge.

·        Mentor and train new customer service team members as needed.

Performance Metrics

·        Meet or exceed key performance indicators (KPIs) such as response time, resolution time, customer satisfaction ratings, and call handling metrics.

·        Generate monthly report for monthly business review.

Job Requirements:

• Customer service experience preferred, training will be provided
• Comfortable with using online tools and systems

• Working location: 1 Tampines North Drive 1, #04-18, T-Space, Singapore 528559

• Working hours: Mondays to Fridays (9am to 5.30pm), Alternate Saturdays (9am to1pm)

Benefits:

·       Annual Wage Supplement (13th month)

·       Performance Bonus

·       14 days Annual Leave

·       Medical and Dental Benefits

·       Company Incentive Trips

·       On-the-job and External Training provided