Director / Assistant Director / Senior Manager, Customer Service Operations

Gain City Group of Companies; Hong Kong; On-site; HKD 1,103,000 - 1,471,000; Full time

Job summary

Gain City Group of Companies is seeking a detail-oriented Director/Assistant Director/Senior Manager, Customer Service Operations to lead the Customer Service Operations division, supporting the operational and commercial needs of the Gain City group of companies.

Beyond overseeing daily service operations and ensuring a positive and unified customer experience across all touchpoints, you will be responsible for delivering operational excellence, seamless service delivery, continuous improvement

Qualifications

• Bachelor’s degree in business administration, communications, operations management or related discipline.
• 5+ years of experience in customer service operations, with a minimum of 2 years in a leadership role.
• Experience managing customer service teams at scale and in hybrid environments.
• Proficient in customer support tools and platforms.
• Strong analytical and problem-solving skills.
• Experience in service industries such as retail or e-commerce is a plus.

Responsibilities

• Oversee daily operations of the customer service teams to ensure timely and appropriate responses to customer enquiries and feedback.
• Lead the resolution of high-impact escalations and service disruptions, ensuring clear communication and effective recovery plans.
• Lead, coach and develop high-performing teams of managers and frontline agents to drive engagement and continuous performance improvement.
• Develop and implement customer service frameworks, standards and procedures that support long-term business goals and enhance customer satisfaction.
• Explore, evaluate and adopt customer support tools and platforms to automate processes and improve service capabilities.
• Set and monitor KPIs such as response time, resolution rate, CSAT and first-contact resolution, and identify areas for improvement.
• Produce comprehensive reports and actionable insights on customer trends, pain points and service metrics to support strategic decision-making.
• Ensure full compliance with government regulations and internal SOPs.

Skills

Leadership

CSOps

Analytical

Hybrid environment

People management

Retail/E-commerce

Education

Bachelor's degree (business/admin/ops)

Tools

CRM tools

Customer support platforms

Job description

About Gain City

At Gain City, we deliver expertise and quality solutions in air-conditioning, home appliances and consumer electronics. Established in 1981, Gain City is a trusted household name in Singapore. We take pride in our strong customer focus, innovative spirit, and commitment to service excellence. With a dynamic workforce and a network of stores and service centres island wide, we offer a vibrant and growth-oriented environment where employees are empowered to thrive, take ownership and make a real impact.

About the Role

We are seeking a detail-oriented and customer-centric Director / Assistant Director / Senior Manager, Customer Service Operations to lead our Customer Service Operations division, supporting the operational and commercial needs of the Gain City group of companies.

Beyond overseeing daily service operations and ensuring a positive and unified customer experience across all touchpoints, you will be responsible for delivering operational excellence, seamless service delivery, continuous improvement and leading the adoption of technology to enhance daily operations. Your leadership will ensure that every customer interaction reflects our commitment to service excellence and reliability.

Key Responsibilities

• Oversee daily operations of the customer service teams to ensure timely and appropriate responses to customer enquiries and feedback


• Lead the resolution of high-impact escalations and service disruptions, ensuring clear communication and effective recovery plans


• Lead, coach and develop high-performing teams of managers and frontline agents to drive engagement and continuous performance improvement


• Develop and implement customer service frameworks, standards and procedures that support long-term business goals and enhance customer satisfaction


• Explore, evaluate and adopt customer support tools and platforms to automate processes and improve service capabilities


• Set and monitor KPIs such as response time, resolution rate, CSAT and first-contact resolution, and identify areas for improvement


• Produce comprehensive reports and actionable insights on customer trends, pain points and service metrics to support strategic decision-making


• Ensure full compliance with government regulations and internal SOPs

Qualifications and Requirements

• A minimum of a bachelor’s degree in business administration, communications, operations management or a related discipline


• A minimum of 5 years of experience in customer service operations, with a minimum of 2 years in a leadership role


• Experience in managing customer service teams at scale and in hybrid environments


• Proficient in customer support tools and platforms


• Strong analytical and problem-solving skills


• Experience in service industries such as retail or e-commerce is a plus

What We Offer

At Gain City, we are committed to the growth and development of our employees. You will be offered various learning and development opportunities and a collaborative, forward-thinking and growth-focused work environment to thrive in your career. You will also receive a comprehensive benefits package.

Note

• Only shortlisted candidates will be notified

Working Location:

• Tampines North Drive 5 - we will be shifting to Tampines Megastore Gain City