Customer Care Operations Lead

TOMRA Singapore Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading customer service firm in Singapore is seeking a Customer Care Lead to supervise daily operations of the Customer Care team. You will ensure excellent service delivery, guide team members, and handle escalated customer issues. The ideal candidate should have a background in customer service and technical support, strong communication skills, and proven leadership experience. This role includes responsibilities for operational improvement and compliance within the team.

Qualifications

• Experience in customer service, service coordination or technical support environment.
• Competent using ERP systems and remote diagnostic tools.
• Experience using CRMs beneficial.

Responsibilities

• Oversee frontline execution of customer call handling and case management.
• Track team performance against KPIs, SLAs, and quality standards.
• Promote a safe working environment and ensure HSE compliance.

Skills

Strong communication and customer service skills

Efficient problem-solving and decision-making capabilities

Strong planning, coordination, and multitasking skills

Tools

ERP systems

Remote diagnostic tools

CRMs

Job description

A leading customer service firm in Singapore is seeking a Customer Care Lead to supervise daily operations of the Customer Care team. You will ensure excellent service delivery, guide team members, and handle escalated customer issues. The ideal candidate should have a background in customer service and technical support, strong communication skills, and proven leadership experience. This role includes responsibilities for operational improvement and compliance within the team.