Customer Experience & Service Insights Lead

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

RECRUIT EXPRESS PTE LTD in Singapore is seeking a customer service quality specialist to join our One-North team. You will manage and respond to feedback, support service excellence initiatives, and collaborate with internal stakeholders to close service gaps.

You will analyse feedback data, help create dashboards to track satisfaction and trends, and prepare reports to support service improvements and decision-making. Strong communication and stakeholder management are essential for success.

Qualifications

• Bachelor’s degree in Marketing, Communications, Psychology, Business or related fields.
• Customer service or service quality experience preferred.
• Excellent written and verbal communication; strong report-writing.
• Strong interpersonal and stakeholder management skills.
• Experience with data management, analytics or dashboards is an advantage.

Responsibilities

• Manage and respond to customer feedback, ensuring timely resolution and closure.
• Support service excellence initiatives, surveys, programmes, events and focus group discussions.
• Analyse feedback data and assist in creating dashboards to track satisfaction, trends and service indicators.
• Prepare reports and presentations to support service improvement and decision-making.
• Work closely with internal stakeholders to identify service gaps and enhance the overall customer experience.
• Support other ad-hoc tasks as assigned by supervisor.

Skills

Communication skills

Stakeholder management

Data analysis

Education

Bachelor's degree in Marketing/Communications/Psychology/ Business

Tools

Dashboards

Job description

RECRUIT EXPRESS PTE LTD in Singapore is seeking a customer service quality specialist to join our One-North team. You will manage and respond to feedback, support service excellence initiatives, and collaborate with internal stakeholders to close service gaps.

You will analyse feedback data, help create dashboards to track satisfaction and trends, and prepare reports to support service improvements and decision-making. Strong communication and stakeholder management are essential for success.