Customer Support Lead: CRM & Experience Optimization

Reeracoen Singapore Pte Ltd; Singapore; On-site; SGD 44,640 - 66,960; Full time

Benefits offered by this job

AWS

Variable Bonus

Annual Leave 14 days (Up to 18)

Medical Leave 14 days

AIA Insurance

Job summary

Reeracoen Singapore Pte Ltd is seeking a Customer Support Assistant Manager to oversee daily operations, handle inquiries, and drive service improvements. The role will lead CRM implementation, process optimization, and KPI-driven reporting while growing the team and ensuring high customer satisfaction.

The ideal candidate has a Diploma with 5+ years in customer support or CX in F&B, hospitality, retail, or service industries, and is fluent in English and Mandarin.

Qualifications

• Diploma holders with 5+ years in customer support or CX in F&B, hospitality, retail or service industries.
• Proven ability to liaise in English and Mandarin with stakeholders.
• Experience using CRM platforms (Salesforce, Zendesk, Freshdesk, HubSpot).
• Experience handling escalated complaints and improving processes.
• Experience setting up workflows or service standards and coaching teams.
• Proficient in data analysis using Excel or similar tools.

Responsibilities

• Oversee day-to-day customer support operations and manage inquiries from email and social media.
• Ensure responses meet service standards and resolve escalated issues with other departments.
• Develop and maintain SOPs, templates, and service guidelines for customer support.
• Participate in CRM implementation, requirements gathering, testing and workflow design.
• Lead recruitment and onboarding of support staff; supervise workload and coach for quality.
• Analyze customer feedback trends and prepare monthly reports with improvement initiatives.

Skills

CRM experience

Leadership

Excel data analysis

English & Mandarin

Customer service improvement

Education

Diploma holder

Tools

Salesforce

Zendesk

Freshdesk

HubSpot

Job description

Reeracoen Singapore Pte Ltd is seeking a Customer Support Assistant Manager to oversee daily operations, handle inquiries, and drive service improvements. The role will lead CRM implementation, process optimization, and KPI-driven reporting while growing the team and ensuring high customer satisfaction.

The ideal candidate has a Diploma with 5+ years in customer support or CX in F&B, hospitality, retail, or service industries, and is fluent in English and Mandarin.