Customer Service Operations Lead

TALENT TRADER GROUP PTE. LTD.

Singapore

On-site

SGD 54,000 - 71,000

Full time

3 days ago

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Job summary

TALENT TRADER GROUP PTE. LTD. in Singapore is seeking a Customer Service Team Lead to guide a team of service representatives, ensuring smooth daily operations and high service standards. You will oversee order processing, manage workloads, and drive performance while resolving escalations promptly.

The role requires 4–6 years in customer service or logistics with supervisory experience, and familiarity with ERP/WMS or order management systems.

Qualifications

Diploma or Degree in Business, Supply Chain Management, Logistics, Operations Management, or equivalent.
4-6 years of experience in customer service, order management, logistics, or supply chain operations, preferably with supervisory or team leadership experience.

Responsibilities

Lead and supervise a team of Customer Service Representatives to ensure smooth daily operations and high service standards.
Oversee order processing, order management, and fulfilment activities to ensure accuracy and timely delivery.
Allocate workloads, manage staffing coverage, and monitor team productivity and performance.
Provide coaching, training, and guidance to team members to enhance their skills and performance.
Handle customer enquiries, complaints, and escalations professionally and promptly.
Coordinate with internal departments to resolve order discrepancies, delivery issues, and service-related matters.
Monitor KPIs and service levels to ensure operational efficiency and customer satisfaction.
Identify opportunities to improve workflows, streamline processes, and enhance service quality.
Ensure compliance with established procedures, quality standards, and company policies.
Maintain accurate operational records and support reporting and audit requirements.
Ad hoc duties or projects as assigned.