Customer Success Executive

Job Summary

Manage customer relationships and service operations to ensure timely delivery and high service standards. Support sales growth through quotations, contract renewals, upselling, and tender submissions while coordinating with internal teams and resolving customer issues efficiently.

Responsibilities

• Build and sustain strong relationships with assigned existing customers to enhance satisfaction and retention
• Serve as the primary contact for service enquiries, requests, and issue resolution by collaborating with operations and delivery teams
• Accurately record and process consumable orders for delivery to meet customer needs
• Coordinate with operations and service teams to ensure timely servicing and replenishment of hygiene consumables
• Monitor service performance against contractual standards and initiate corrective actions as needed
• Collect and analyze customer feedback, collaborate with internal teams to implement improvements, and report outcomes to management
• Prepare and submit detailed quotations for new requests, service upgrades, or additional products to support sales objectives
• Assist in contract renewals and update service agreements to maintain ongoing client relationships
• Identify and recommend opportunities to upsell hygiene equipment, consumables, or service packages within existing accounts
• Follow up on quotations and close sales opportunities with both existing and new customers to drive revenue growth
• Manage paperwork for jobsite takeovers between cleaning contractors to ensure smooth transitions
• Support tender preparation and submission by coordinating documentation and pricing with relevant teams
• Collaborate with manager and sales team members to develop tender strategies and proposals
• Respond promptly to customer complaints via Emails and WhatsApp, ensuring resolution and clearing sales and individual emails daily
• Maintain accurate and up-to-date customer records, service documentation, and sales activity logs
• Identify new business opportunities within existing client accounts to support overall business growth
• Manage clearance applications and submit personnel for Security Industry Certificate (SIC) for specialized zones compliance

Required competencies and certifications

• Minimum Diploma in Business or equivalent
• Minimum 2-3 years of relevant experience in order management, customer service, and sales operations

Preferred competencies and qualifications

• Demonstrate a meticulous, organized, and reliable work approach with the ability to handle work pressure effectively
• Exhibit strong teamwork and communication skills to collaborate effectively across departments