Customer Support Lead: CX Excellence & SOPs

Good Job Creations (Singapore) Pte Ltd; Singapore; On-site; SGD 50,000 - 75,000; Full time

Job summary

Good Job Creations (Singapore) Pte Ltd is seeking a seasoned Customer Service professional to join our operations. You will manage daily inquiries, investigate escalated issues, and drive improvements to the customer experience.

The role requires fluency in Japanese, strong English, and at least four years in customer service. You will mentor teammates, develop SOPs, and monitor performance while working in a fast-paced environment.

Qualifications

• Minimum 4 years of relevant customer service experience.
• Proficiency in Japanese for liaising with Japanese customers.
• Strong written and verbal English communication.
• Experience mentoring or leading a team as the function grows.
• Proficient in Microsoft Office, especially Excel and Outlook.
• Ability to handle multiple cases in a fast-paced environment.

Responsibilities

• Manage daily customer enquiries via email, social media, and other channels.
• Investigate escalated complaints and coordinate with departments for resolution.
• Develop and update SOPs, templates, and service guidelines.
• Monitor service metrics and prepare regular support reports.
• Provide guidance to team members and support recruitment as the function expands.

Skills

Japanese language

English communication

Leadership potential

Problem-solving

Stakeholder coordination

Attention to detail

Multitasking

Tools

Excel

Outlook

Microsoft Office Suite

Job description

Good Job Creations (Singapore) Pte Ltd is seeking a seasoned Customer Service professional to join our operations. You will manage daily inquiries, investigate escalated issues, and drive improvements to the customer experience.

The role requires fluency in Japanese, strong English, and at least four years in customer service. You will mentor teammates, develop SOPs, and monitor performance while working in a fast-paced environment.