Customer Experience Lead: Service Excellence & Insights

WOK HEY PTE. LTD.; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

WOK HEY PTE. LTD. is seeking a Customer Experience Manager to lead the CX function across all touchpoints in Singapore.

You will supervise the Customer Service team, deliver training, resolve escalations and shape service strategy in collaboration with Operations, Quality Assurance and Marketing. You will drive complaint management, mentor staff, oversee omnichannel service delivery, and report on customer feedback and performance, ensuring consistent, high-quality experiences for guests across

Qualifications

• Diploma or degree in Business Management, Hospitality, or related discipline.
• 5+ years in customer service, with at least 3 years leading a team.
• Strong understanding of complaint management and service recovery.
• Strong leadership and stakeholder-management skills.
• Excellent written and spoken communication; ability to prepare reports and recommendations.
• Strong analytical and root-cause problem solving.
• Ability to manage multiple priorities under pressure; objective and calm.
• Organised and meticulous with accurate case/investigation records.
• Proficient with Zendesk, Slack, Google Workspace, MS Office, and ChatGPT.
• Willingness to work outside normal hours for urgent incidents.

Responsibilities

• Lead the Customer Experience function and set direction for customer service operations, service quality and customer engagement.
• Develop and maintain service standards, escalation frameworks, SOPs, response guidelines and service-recovery practices.
• Lead, coach and develop Customer Service Officers across omnichannels.
• Conduct regular customer service training and workshops for outlet staff.
• Oversee complex, high-risk complaints involving food safety, regulatory issues or reputational risk.
• Ensure investigations are fair, documented, and determine escalation and follow-up actions.
• Coordinate CX response during serious incidents with regulators, media, and customers.
• Partner with Operations to maintain outlet service standards and oversee the Mystery Shopper Programme.
• Analyze outlet complaints and Mystery Shopper findings to identify gaps and positive behaviours.
• Oversee the Mystery Shopper Programme design, sourcing and reporting.
• Review feedback sources to identify trends and emerging risks.
• Prepare regular reports on customer feedback, complaints and improvement actions.
• Monitor VOC and service-quality trends and effectiveness of corrective actions.
• Present findings and recommendations to stakeholders.

Skills

Leadership

Stakeholder management

Communication (written and spoken)

Analytical/problem solving

Report writing & recommendations

Prioritization under pressure

Independence

Organization

Customer experience mindset

Education

Diploma or degree in Business Management/Hospitality

Tools

Zendesk

Slack

Google Workspace

MS Office

ChatGPT

Job description

WOK HEY PTE. LTD. is seeking a Customer Experience Manager to lead the CX function across all touchpoints in Singapore.

You will supervise the Customer Service team, deliver training, resolve escalations and shape service strategy in collaboration with Operations, Quality Assurance and Marketing. You will drive complaint management, mentor staff, oversee omnichannel service delivery, and report on customer feedback and performance, ensuring consistent, high-quality experiences for guests across