Customer Service Operations Lead

talent trader group pte. ltd.; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

Talent Trader Group Pte. Ltd. is seeking a Customer Service Team Leader to oversee a busy team and ensure top service standards in Singapore. You will manage order processing, fulfilment, and cross-functional coordination to deliver accurate, timely results.

The role emphasizes coaching, performance monitoring, and continuous workflow improvements while maintaining compliance with company procedures and quality standards.

Qualifications

• Leadership experience managing a customer service or logistics team.
• Experience in achieving service standards and operational targets.
• Familiarity with ERP/WMS or order management systems is a plus.

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.

Skills

Team leadership

Customer service

Order management

Logistics operations

Process improvement

Coaching

Education

Diploma or Degree in Business/Supply Chain

Tools

ERP

WMS

Order management systems

Job description

Talent Trader Group Pte. Ltd. is seeking a Customer Service Team Leader to oversee a busy team and ensure top service standards in Singapore. You will manage order processing, fulfilment, and cross-functional coordination to deliver accurate, timely results.

The role emphasizes coaching, performance monitoring, and continuous workflow improvements while maintaining compliance with company procedures and quality standards.