Director / Assistant Director / Senior Manager, Customer Service Operations

gain city logistics pte. ltd.; Singapore; On-site; SGD 120,000 - 190,000; Full time

Benefits offered by this job

Learning & development opportunities

Comprehensive benefits package

Job summary

Gain City is seeking a seasoned Director/Assistant Director/Senior Manager, Customer Service Operations to lead the CS Operations division, supporting the group’s operational and commercial needs. You will drive operational excellence, seamless service delivery, and continuous improvement while leading adoption of technology for daily operations.

You will oversee daily CS teams, mentor leaders, and ensure consistent customer experiences across touchpoints, with a focus on performance,

Qualifications

• Bachelor’s degree in business/communications/ops mgmt or related discipline.
• 5+ years in customer service ops, 2+ in leadership.
• Experience leading teams at scale and in hybrid environments.
• Proficient with customer support tools & platforms.
• Strong analytical and problem-solving skills.
• Experience in retail or e-commerce is a plus.

Responsibilities

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

Skills

Leadership

Analytical skills

Problem-solving

Education

Bachelor’s degree in business administration, communications, operations management or related discipline

Tools

Customer support tools & platforms

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 Director / Assistant Director / Senior Manager, Customer Service Operations 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

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.

Note

• Only shortlisted candidates will be notified

Working Location:

• Tampines North Drive 5 - we will be shifting to Tampines Megastore Gain City