Operations Executive (Customer Service)

Company Overview / Employee Value Proposition

The Smart Series vision is to create a better everyday life through the use of smart home devices. We do this by offering a wide range of smart home products and excellent customer service through all forms of sales channels. The Smart Series takes pride in empowering our staff to make decisions on behalf of the company and provide them with a high level of independence.

Job Summary

Manage all customer and reseller enquiries, pre-sales, after-sales, and installation-related issues. Serve as main point of contact for post-installation follow-ups, Google review collection, and emergency support.

Responsibilities

• Respond promptly to enquiries from online platforms, social media, and walk-in customers to provide accurate product information and troubleshoot minor issues


• Escalate complex customer issues to appropriate teams to ensure timely resolution


• Handle emergency after-hours calls on a rotation basis to provide urgent support


• Receive and triage reseller installation and after-sales issues to prioritize and coordinate responses


• Coordinate installer dispatch and schedule repair or installation appointments efficiently


• Prepare replacement locks and spare parts in collaboration with Operations #3 to support service needs


• Maintain clear and consistent communication with resellers to update on issue status and resolutions


• Confirm customer appointments without committing to specific times until verified with installers


• Ensure installers are equipped with required locks and spare parts before appointments


• Update appointment system regularly, monitor cancellations, and reschedule appointments as needed


• Contact customers two weeks after installation to collect feedback and request Google reviews


• Log customer responses and escalate complaints to management when necessary


• Maintain accurate logs of customer and reseller interactions, installation records, and follow-up reports


• Assist in tracking and reporting service Key Performance Indicators (KPIs) to support continuous improvement

Skills

• Communicate clearly and professionally in verbal and written forms to support customer and reseller interactions


• Organize and manage multiple tasks simultaneously while maintaining attention to detail


• Apply a customer-focused approach to resolve enquiries and improve service satisfaction


• Use basic technical skills to operate CRM, social media, and e-commerce platforms effectively

The role is scheduled during standard office hours, with Sundays and one weekday off.