Customer Experience Lead

WISELINK TECHNOLOGY PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A customer service solutions company in Singapore is seeking a Customer Service Lead to oversee the customer service team. This role includes supervising representatives, training staff, and resolving complex escalated issues. The ideal candidate will focus on developing service protocols, monitoring performance metrics, and maintaining high customer satisfaction standards. Strong communication and leadership skills are essential for success in this position.

Responsibilities

• Supervise customer service representatives and coordinate their daily tasks.
• Develop service protocols and ensure compliance.
• Handle escalated customer complaints or difficult cases.
• Train, mentor, and evaluate team members.
• Monitor service metrics (response time, customer satisfaction, etc.).
• Identify areas for process improvement.
• Communicate customer feedback to leadership and relevant departments.

Skills

Strong communication and interpersonal skills

Problem-solving and conflict-resolution abilities

Leadership and team management

Customer-focused mindset

Ability to analyze data and service performance indicators

Patience

Empathy

Professionalism

Job description

A customer service solutions company in Singapore is seeking a Customer Service Lead to oversee the customer service team. This role includes supervising representatives, training staff, and resolving complex escalated issues. The ideal candidate will focus on developing service protocols, monitoring performance metrics, and maintaining high customer satisfaction standards. Strong communication and leadership skills are essential for success in this position.