Title:  Client & Customer Experience Executive

About the Role

The Executive, Client and Customer Experience is responsible for delivering high-quality, responsive customer engagement and ensuring efficient issue resolution across DKSH's Technology business. This role contributes to the continuous improvement of the end-to-end client and customer journey through strong communication, structured problem-solving, and effective use of digital tools and data.

What You Will Deliver

• Support the end-to-end customer journey, tracking fulfillment timelines and providing timely updates on service status and customization project orders
• Deliver timely and personalized customer service across all interactions, handling inquiries and complaints with effective resolution and escalating to the next level where necessary
• Apply structured problem-solving and service recovery approaches, balancing customer needs with company policies and guidelines
• Build and maintain strong customer relationships through consistent, high-quality engagement
• Coordinate with internal teams on order processing and service transactions, ensuring accurate order acknowledgement, estimated delivery timelines, and invoicing including proforma and tax documentation
• Maintain accurate customer and service records, proactively identifying opportunities to grow service revenue including parts sales and contract renewals
• Monitor inventory levels including key items and blanket orders, ensuring product availability and timely communication to the team
• Manage delivery documentation and coordinate delivery schedules, optimizing logistics arrangements with shipping and suppliers for import, export, and fulfillment
• Track parts availability and delivery timelines, providing proactive updates to customers
• Coordinate installation, Preventive Maintenance (PM), and calibration activities with the service team, optimizing service schedules and monitoring due dates to ensure timely completion
• Manage claims and exception handling for damaged cargo, escalations, and follow-ups to ensure timely resolution
• Alert the service team to expiring contracts to support conversion to service sales and spare parts opportunities
• Ensure compliance with service standards, processes, and performance timelines
• Coordinate vendor logistics including travel arrangements where required
• Administrative duties and coordination tasks as required

What You Bring

• Diploma in Business, Marketing, Communications, or a related discipline
• At least 3 years of relevant experience in customer experience, service operations, or a similar role
• Demonstrated knowledge and experience in Customer Experience (CX) principles and practices
• Experience in business analytics and data reporting to support service visibility and decision-making
• Familiarity with service operations and process improvement methodologies
• Experience with Customer Relationship Management (CRM) or SAP systems is preferred
• Strong communication and interpersonal skills
• Structured problem-solving and analytical capabilities

Why Join DKSH

At DKSH, we help companies grow in Asia and enable people to perform at their best. You will be part of an organization that values accountability, collaboration, and long-term partnerships. We offer a dynamic environment where your contributions are visible and where you can build a meaningful career in Business Support.