Customer Care & Service Director

LG ELECTRONICS SINGAPORE PTE. LTD.; Singapore; On-site; SGD 120,000 - 150,000; Full time

Job summary

A leading technology firm in Singapore seeks a Customer Care & Service Director to lead their global customer service strategy across Asia. The ideal candidate will have over 15 years of experience in customer care management, with a proven track record in optimizing service operations and driving customer satisfaction. Responsibilities include managing personnel, improving operational efficiency, and collaborating with stakeholders to enhance service delivery. Strong project management skills and business acumen are essential for success in this role.

Qualifications

• Over 15 years of experience in Customer Care & Service management.

Responsibilities

• Lead global customer service strategy across Asia sales subsidiaries.
• Establish key service quality indicators and drive continuous improvement.
• Optimize differentiated service operations in subsidiaries.
• Improve organizational structure for profit centre transformation.
• Manage and develop service personnel across subsidiaries.

Skills

Customer Care & Service management

Project management

Interpersonal skills

Problem-solving skills

Microsoft Office proficiency

Education

Bachelor’s or higher Degree in Business Management/Customer Service Management

Job description

Position Summary

As a Customer Care & Service Director, you will lead the global customer service strategy and execution across Asia sales subsidiaries, ensuring consistent implementation of HQ policies while tailoring differentiated service activities to local market needs.

Job Description & Requirements

• Align local customer service & care strategies with HQ’s global policy direction and ensure consistent execution across asia sales subsidiaries
• Establish and monitor key service quality indicators for each subsidiary, proactively manage anomalies and drive continuous improvement
• Optimize service functions and differentiated service operations in each subsidiary
• Enhance SVC network efficiency through expansion and operational excellence of service centers
• Transform subsidiary operations into profit centres by improving organizational structure
• Execute strategic initiatives such as contact center management, strengthening B2B service competitiveness, and ensuring healthy inventory and efficient parts supply
• Deploy tailored, differentiated service programs and leverage service infrastructure to support sales
• Manage and develop service personnel across subsidiaries
• Foster local service capabilities through structured talent development and expert training programmes
• Drive cost efficiency and operational excellence while improving customer satisfaction and brand image as a strong marketing tool
• Collaborate closely with internal stakeholders and external partners to ensure seamless service delivery and customer experience
• Identify market dynamics and emerging service trends, report insights to top management, and recommend timely resource allocation
• Maintain strong communication with HQ and regional leadership to ensure alignment and best practice sharing
• Oversee training programs and knowledge-sharing platforms to build service expertise and maintain high standards across all regions.

Education Level and/or relevant experience(s)

• Bachelor’s or higher Degree in Business Management/Customer Service Management preferred.
• Over 15 years of experience in Customer Care & Service management

Knowledge and skills

• Rich in Product experience and knowledge
• Knowledge in product and solution design for Customer Care & Service
• Good proven track of Customer Care & Service
• Experience / Knowledge of Customer Care & Service
• Strong in project management and planning skills
• Good in coordination, interpersonal and problem-sloving skills
• Proficient in Microsoft office (Excel, PowerPoint, Word, Outlook)