Director of Customer Service — Scale & Elevate CX

Gain City Group of Companies; Singapore; Hybrid; SGD 180.000 - 240.000; Vollzeit

Zusammenfassung

Gain City Group of Companies in Singapore seeks a Customer Service Director to lead our Customer Service Operations division, supporting the operational and commercial needs of the Gain City group of companies. You will oversee daily service operations and drive seamless service delivery with a focus on continuous improvement.

Your leadership will guide high-performing teams, champion technology adoption, and ensure every customer interaction reflects our commitment to service excellence and

Qualifikationen

• Bachelor’s degree in business administration, communications, operations management or related field.
• 5+ years in customer service operations, with 2+ years in a leadership role.
• Experience in managing 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.
• Able to commit to working on alternate Saturdays.

Aufgaben

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

Kenntnisse

Analytical skills

Problem-solving

Customer support tools

Leadership

Alternate Saturdays

Retail/e-commerce experience

Ausbildung

Bachelor’s degree in related field

Jobbeschreibung

Gain City Group of Companies in Singapore seeks a Customer Service Director to lead our Customer Service Operations division, supporting the operational and commercial needs of the Gain City group of companies. You will oversee daily service operations and drive seamless service delivery with a focus on continuous improvement.

Your leadership will guide high-performing teams, champion technology adoption, and ensure every customer interaction reflects our commitment to service excellence and