Customer Service Director

Gain City Group of Companies; Singapore; Hybrid; SGD 180,000 - 240,000; Full time

Job summary

Gain City Group of Companies in Singapore seeks a Customer Service Director to lead our Customer Service Operations division, supporting the operational and commercial needs of the Gain City group of companies. You will oversee daily service operations and drive seamless service delivery with a focus on continuous improvement.

Your leadership will guide high-performing teams, champion technology adoption, and ensure every customer interaction reflects our commitment to service excellence and

Qualifications

• Bachelor’s degree in business administration, communications, operations management or related field.
• 5+ years in customer service operations, with 2+ years in a leadership role.
• Experience in managing teams at scale and in hybrid environments.
• Proficient in customer support tools and platforms.
• Strong analytical and problem-solving skills.
• Experience in service industries such as retail or e-commerce is a plus.
• Able to commit to working on alternate Saturdays.

Responsibilities

• Oversee daily operations of the customer service teams to ensure timely responses to enquiries and feedback.
• Lead the resolution of high-impact escalations and service disruptions with clear communication and recovery plans.
• Lead, coach and develop managers and frontline agents to drive engagement and performance.
• Develop and implement customer service frameworks, standards and procedures aligned to business goals.
• Explore and adopt customer support tools to automate processes and enhance capabilities.
• Set and monitor KPIs (response time, resolution rate, CSAT, first-contact resolution) and identify improvements.
• Produce reports and insights on customer trends and service metrics for strategic decisions.
• Ensure full compliance with government regulations and internal SOPs.

Skills

Analytical skills

Problem-solving

Customer support tools

Leadership

Alternate Saturdays

Retail/e-commerce experience

Education

Bachelor’s degree in related field

Job description

About Gain City

At Gain City, we deliver expertise and quality solutions in air-conditioning, home appliances and consumer electronics. Established in 1981, Gain City is a trusted household name in Singapore. We take pride in our strong customer focus, innovative spirit, and commitment to service excellence. With a dynamic workforce and a network of stores and service centres island wide, we offer a vibrant and growth-oriented environment where employees are empowered to thrive, take ownership and make a real impact.

About the Role

We are seeking a detail-oriented and customer-centric Customer Service Director to lead our Customer Service Operations division, supporting the operational and commercial needs of the Gain City group of companies.

Beyond overseeing daily service operations and ensuring a positive and unified customer experience across all touchpoints, you will be responsible for delivering operational excellence, seamless service delivery, continuous improvement and leading the adoption of technology to enhance daily operations. Your leadership will ensure that every customer interaction reflects our commitment to service excellence and reliability.

Key Responsibilities

• Oversee daily operations of the customer service teams to ensure timely and appropriate responses to customer enquiries and feedback

• Lead the resolution of high-impact escalations and service disruptions, ensuring clear communication and effective recovery plans

• Lead, coach and develop high-performing teams of managers and frontline agents to drive engagement and continuous performance improvement

• Develop and implement customer service frameworks, standards and procedures that support long-term business goals and enhance customer satisfaction

• Explore, evaluate and adopt customer support tools and platforms to automate processes and improve service capabilities

• Set and monitor KPIs such as response time, resolution rate, CSAT and first-contact resolution, and identify areas for improvement

• Produce comprehensive reports and actionable insights on customer trends, pain points and service metrics to support strategic decision-making

• Ensure full compliance with government regulations and internal SOPs

Qualifications and Requirements

• A minimum of a bachelor’s degree in business administration, communications, operations management or a related discipline

• A minimum of 5 years of experience in customer service operations, with a minimum of 2 years in a leadership role

• Experience in managing customer service teams at scale and in hybrid environments

• Proficient in customer support tools and platforms

• Strong analytical and problem-solving skills

• Experience in service industries such as retail or e-commerce is a plus

• Able to commit to working on alternate Saturdays
  

What We Offer

At Gain City, we are committed to the growth and development of our employees. You will be offered various learning and development opportunities and a collaborative, forward-thinking and growth-focused work environment to thrive in your career. You will also receive a comprehensive benefits package.

Join Our Team

If you are passionate about leading high-performing service teams and driven to shape exceptional customer experiences at scale, to be a part of our growing team!

Note

• Position may be adjusted to Senior Manager based on experience

• Only shortlisted candidates will be notified