Customer Experience Leader

call lade enterprises pte ltd; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

call lade enterprises pte ltd is seeking a capable Head of Customer Service to lead the team in Singapore. You will drive timely response, manage relationships, and oversee service standards across departments to ensure high customer satisfaction.

The role requires strong leadership, communication and analytical skills, with a focus on process improvement and data-driven insights to elevate customer experience.

Qualifications

• Degree in Business Administration, Customer Service, Management or a related field.
• Experience in customer service with supervisory or managerial responsibilities.
• Strong communication and problem-solving abilities.
• Ability to handle complaints professionally.
• Leadership and team management skills.
• Strong organisational skills with multi-priority work.
• Proficiency in Office and CRM/databases.
• Ability to prepare reports and analyse service data.
• Ability to work independently and cross-department collaboration.

Responsibilities

• Lead and manage the customer service team to ensure timely handling of enquiries and issues.
• Build and maintain strong customer relationships and satisfaction.
• Monitor performance, standards and response times.
• Handle escalations and coordinate with internal departments.
• Review trends and recommend service improvements.
• Develop and maintain service procedures and guidelines.
• Prepare and analyse customer service reports and data.
• Ensure accurate maintenance of customer records and documentation.
• Coordinate with Operations, Finance, HR and others on customer matters.
• Support billing, invoicing and payment follow-up with customers.
• Conduct team briefings, coaching and performance reviews.
• Identify training needs and guide the team.
• Assist management with customer engagement initiatives.
• Perform other duties as required.

Skills

Strong communication

Interpersonal skills

Problem-solving skills

Leadership

Organisational skills

Microsoft Office / CRM

Education

Bachelor's degree in Business Administration / related field

Tools

Microsoft Office

CRM systems

Job description

call lade enterprises pte ltd is seeking a capable Head of Customer Service to lead the team in Singapore. You will drive timely response, manage relationships, and oversee service standards across departments to ensure high customer satisfaction.

The role requires strong leadership, communication and analytical skills, with a focus on process improvement and data-driven insights to elevate customer experience.