Head of Customer Service

Innergy Consulting Pte.; Singapore; On-site; SGD 100,000 - 130,000; Full time

Job summary

A leading consulting firm in Singapore is seeking a Head of Customer Service to drive operational excellence and enhance customer satisfaction. In this role, you will manage the Customer Service team, ensuring a high-quality customer experience aligned with strategic objectives. The ideal candidate will have at least 10 years of experience in customer service, preferably in shipping or logistics, with strong leadership and stakeholder management skills. This is an opportunity to lead in a dynamic environment with significant customer engagement.

Qualifications

• Minimum 10 years of experience in customer service, preferably in the shipping or logistics industry.
• Proven track record of leading and managing teams of 10 or more members.
• Strong understanding of customer service operations and performance metrics.

Responsibilities

• Lead the Customer Service team to ensure high levels of customer satisfaction.
• Develop and implement strategies to enhance customer experience.
• Establish and monitor KPIs to improve service quality.

Skills

Leadership

Customer Service Management

Stakeholder Management

Process Optimization

Issue Resolution

Education

Bachelor's degree in Business Administration, IT or related field

Tools

CRM systems

Job description

We are seeking a self-driven and independent Head of Customer Service for one of our shipping clients. This incumbent will be responsible for driving operational excellence, enhancing customer satisfaction, lead and manage the Customer Service team in delivering an exceptional customer experience aligned with the companys strategic objectives. The Head of Customer Service will work closely with internal and external stakeholders to ensure the seamless delivery of customer-centric solutions while fostering a high-performing and engaged team.

Key Responsibilities:

• Lead the Customer Service team to ensure high levels of customer satisfaction and operational efficiency.
• Develop and implement strategies to enhance customer experience and drive alignment with the company's global standards.
• Establish and monitor key performance indicators (KPIs) to measure and improve service quality, productivity, and customer satisfaction (e.g., NPS, case resolution time).
• Oversee the resolution of customer inquiries and disputes, ensuring timely and effective outcomes.
• Collaborate with Sales and Operations teams to ensure seamless end-to-end service delivery.
• Implement and govern Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) to ensure consistency and compliance in service delivery.
• Drive the adoption of digital tools and solutions to enhance service efficiency and customer engagement.
• Identify and implement process improvements to optimize team performance and operational workflows.

Qualifications:

• Bachelors degree in Business Administration, Computer Science, Information Technology or a related field.
• Minimum 10 years of experience in customer service, preferably in the shipping or logistics industry.
• Proven track record of leading and managing teams of 10 or more members, with a hands‑on approach.
• Strong understanding of customer service operations, systems, and performance metrics.
• Expertise in customer service management, including issue resolution and process optimization.
• Proficiency in using customer relationship management (CRM) and digital tools as well as experience in implementing CRM projects.
• Strong stakeholder management and engagement skills.

We regret that only shortlisted candidates will be notified. Thank you for your understanding!