Operations & Customer Service Executive - #1162251

You make sure nothing falls through the cracks between "customer says yes" and "system installed, logged, and the customer's happy." You're the reliable engine room — fast, organised, and on top of every booking, invoice, message, and reschedule.

What you'll do

Customer communication

• Reply to customer WhatsApp enquiries using our existing quick-reply templates, personalising where needed. Most enquiries are standard.

• Follow up with customers after their showroom appointment ("How did yesterday go?").

• Request Google reviews from customers ~1 day after installation.

• Collect post-servicing feedback from customers after service visits.

Calls & booking

• Answer customer calls (incl. via WhatsApp) and book appointments.

• Confirm bookings promptly and keep the calendar accurate.

Admin & data

• Enter invoices into Airtable accurately and same-day. (We may move to a customer-filled digital form later — for now this is manual and needs to be done diligently.)

• Keep customer records and job statuses up to date in Airtable.

Scheduling & coordination

• Book installations, servicing visits, and deliveries and planning sensible routes to minimise travel.

• Coordinate daily with the installer — jobs, addresses, access notes, confirmations.

• Handle reschedules, including last-minute ones, keeping both the customer and installer updated.

Growing into (from later in 2025)

• Arranging CO₂ cylinder refills/swaps at the showroom (from ~Sept).

• Coordinating filter-change appointments (from ~Nov–Dec).

Who we're looking for

• Fast learner, fast doer. You pick things up quickly and act without needing to be chased.

• Highly organised and detail-oriented. An unentered invoice or a double-booked installer bothers you.

• Reliable and consistent. This role is about things happening on time, every time.

• Confident, warm communicator. Clear, friendly written English on WhatsApp; comfortable on the phone.

• Comfortable with software. Happy living in tools like Airtable, WhatsApp Business, and online calendars — and able to figure out new ones on your own.

• Calm under last-minute changes. Reschedules and surprises don't rattle you.

• Resourceful. You use tools like ChatGPT/Claude to work faster and solve small problems yourself.

What success looks like

• Installations, services, and deliveries scheduled efficiently and confirmed ahead of time.

• Sales appointments are reflected accurately in calendar for ease of performance review

• The founder is freed from day-to-day ops and rarely has to step in

Other information:

• Monday–Friday: 9:00am–5:00pm at Midview City (6 mins walk from Bright Hill MRT)

• Saturday: Half-day, work from home (e.g. 9:00am–1:00pm)

• Salary: SGD 3,000–4,000/month base, depending on experience