WHAT THIS ROLE ACTUALLY IS
You will be the person who turns a busy, reactive customer service operation into a system that runs on rules instead of mood. Homeone Group installs and services water heaters, gas systems, aircon, electrical, and plumbing across Singapore. Our technicians run over a hundred jobs a week. Every single job generates customer communication - enquiries, scheduling, follow-ups, complaints, warranty questions. Right now, what gets handled first depends on who sees it first. Cases fall through gaps. Priority is set by whatever lands on top of the pile, not by what actually matters. Your job is to fix that. Not by working harder at the same broken process, but by building an AI-driven system that catches everything, sorts by priority, and routes each case to the right action - automatically, consistently, every time. You will start by doing customer service the old-school way - answering calls, handling enquiries, dealing with complaints face to face. This is not...