Logistics (Customer Service Operations) Director/Assistant Director/Snr Manager

Gain City Group of Companies; Singapore; On-site; SGD 60,000 - 85,000; Full time

Job summary

Gain City Group of Companies is seeking a Customer Service Operations Leader to enhance their customer service delivery. The ideal candidate will leverage their leadership experience to manage service teams and develop strategies that align with business goals. This role offers an opportunity to make a significant impact on customer satisfaction and organizational growth.

Benefits

Competitive salary and performance-based bonuses

Comprehensive benefits package

A collaborative, growth-focused work environment

Opportunities to grow with a trusted brand

Qualifications

• 5+ years’ experience in customer service operations or contact centre management.
• At least 2 years in a leadership capacity.
• Experience in large-scale customer service teams required.

Responsibilities

• Design and implement customer service frameworks to enhance satisfaction.
• Lead daily operations of customer service teams.
• Manage and mentor customer service managers and agents.

Skills

Analytical skills

Problem-solving skills

Negotiation skills

Leadership skills

Interpersonal skills

Education

Bachelor’s degree in Business Administration, Communications, or Operations Management

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Job description

At Gain City, we’ve been delivering trusted expertise and quality solutions in consumer electronics, air-conditioning, and home appliances since 1981. As a 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 stores and service centres islandwide, we offer a vibrant and growth-oriented environment where employees are empowered to thrive, take ownership, and make a real impact. Join us and be part of a company that values integrity, teamwork, and continuous improvement as we work towards enriching everyday lives.

About The Role

We are looking for an experienced and customer-centric leader to oversee and enhance our customer service operations. This role will be responsible for managing daily service delivery, driving continuous improvement, and ensuring a seamless customer experience across all touchpoints. The ideal candidate will combine customer-centric thinking with operational excellence to build a scalable, efficient, and high-performing service function.

What We Offer:

• Competitive salary and performance-based bonuses

• Comprehensive benefits package

• A collaborative, forward-thinking, and growth-focused work environment

• Opportunities to grow with a trusted household brand

Responsibilities:

· Customer Service Strategy:

Design and implement customer service frameworks, standards, and procedures that support long-term business objectives and customer satisfaction.

· Operations Management:

Lead daily operations of customer service teams (e.g. call centre, social media), ensuring timely and accurate responses to customer inquiries and issues.

· Team Leadership & Development:

Manage and mentor a team of customer service managers, team leads, and frontline agents. Drive engagement, training, and performance improvement.

· Process Improvement & Performance Monitoring:

Set and track KPIs such as response time, resolution rate, CSAT, and first-contact resolution. Conduct regular performance reviews and implement corrective actions as needed. Identify inefficiencies and implement improvements in customer support workflows using automation, knowledge management, and self-service tools.

· Service & Business Development:

Explore, propose and adopt latest customer support tools and platforms to automate and improve customer service capabilities.

· Crisis & Escalation Management:

Lead the resolution of high-impact escalations and service disruptions, ensuring clear communication and recovery plans.

· Reporting & Insights:

Produce incident reports and insights on customer trends, pain points, and service metrics to inform management and support strategic decision-making.

Requirements:

• Bachelor’s degree Business Administration, Communications, Operations Management, or a related field.

• 5+ years’ experience in customer service operations or contact centre management, including at least 2 years in a leadership capacity.

• Demonstrated experience managing large-scale customer service teams (onshore/offshore or hybrid environments).

• Strong familiarity with customer support tools and platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk).

• Strong analytical, problem-solving, and negotiation skills.

• Excellent leadership, interpersonal and conflict resolution skills.

• Experience in service providing, retail or e-commerce industries is highly desirable.

Apply now to be part of our growing team!

Working Location:

• Ang Mo Kio North-East Region

Note:

• Only shortlisted candidates will be notified.