Assistant Director, Customer Experience APPLY NOW

PAP Community Foundation; Singapore; On-site; SGD 85,000 - 120,000; Full time

Job summary

A community service organization in Singapore is seeking an experienced customer service leader to develop and execute strategies aimed at enhancing the customer experience. The ideal candidate will have at least 12-15 years of experience in customer service, strong leadership qualities, and the ability to analyze data effectively. This role involves mentoring a customer service team while improving operational workflows and managing complex issues. Interested candidates should apply via the specified email with their salary expectations.

Qualifications

• At least 12-15 years of working experience in a customer service environment.
• Experience handling escalations and resolving issues independently.
• Strong leadership and people management skills.

Responsibilities

• Develop and execute the strategic vision for the team.
• Improve the customer service experience.
• Lead, mentor and motivate the customer service team.

Skills

Leadership

Customer service expertise

Data analysis

CRM software proficiency

Job description

Key Responsibilities

• Develop and execute the strategic vision and direction for the team, ensuring that customer and organisational service needs are met
• Improve the customer service experience by creating engaging and effective processes, policies and standards, and establishing performances metrices for the team
• Develop and implement methods to record, assess and analyse customer feedback and data, to build customer relationships and achieve excellence in customer experience, engagement and loyalty
• Develop and execute initiatives, including assessing training needs and implementing programmes to build service culture and capability within PCF
• Establish protocols and procedures relating to how PCF should relate to, engage and assist customers
• Oversee and coordinate cross-functional resolutions for complex issues and concerns
• Lead, mentor and motivate the customer service team
• Keep ahead of industry developments, recommend updates and expansions to technology, equipment and policies that will lead to improvements in customer experience
• Undertake any other adhoc duties or projects as assigned by Supervisor or Director

Job Holder Requirements and Qualifications

• Experience: At least 12-15 years of working experience in customer service environment

Other Knowledge / Skills / Attributes

• Proven experience handling escalations and resolving issues independently
• Strong leadership and people management skills; extensive experience of running operational customer service teams and call centres
• Able to multitask, perform highly unstructured tasks and work with teams of people both inside and across different business units
• Able to interpret and analyse available data in order to recommend and develop improvement strategies
• Possess excellent written and oral English language and negotiation skills. Being effective bilingual in a second language would be an added advantage
• Proficiency in customer service software or CRM systems
• Possess a positive attitude, cheerful disposition and good interpersonal skills to work with different stakeholders from across the organisation
• Where required, be able to work occasionally after office hours and some weekends to support events or tight deadlines

Please send your resume [e-mail] indicating your current and expected salary.

We regret that only shortlisted candidates will be notified.

Note: In compliance with Personal Data Protection guidelines, we do not require an indication of your NRIC or Foreign Identification numbers in your CV/Job Application Form. Your CV and/or Job Application will be retained for a period of 1 year, and we will respectfully destroy these documents thereafter (in the event your job application is unsuccessful).

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