Regional Customer Recovery & Resolution Lead

STARWOOD CUSTOMER CONTACT CENTRE (AP) PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Restaurant/employee facilities

Job summary

Marriott International in Singapore seeks a Senior Manager, Customer Resolution to lead a regional team that resolves customer concerns with speed and empathy. The role drives proactive recovery through insights, reducing escalations and elevating loyalty across all interactions.

Key focus areas include ownership standards, accountability, and service excellence while collaborating with Brand, Loyalty and Operations partners to deliver consistent, high-quality outcomes at scale.

Qualifications

• Bachelor's degree in Business Admin, Marketing, Hospitality or related field with 3+ years in customer service or contact center.
• OR a high school diploma with 5 years of experience in customer service or service recovery.
• Preferred: proven ability to lead teams, manage lifecycle of issues, analytical/problem solving.

Responsibilities

• Monitor regional advocacy outcomes to meet resolution targets.
• Support team during complex and escalated cases.
• Enhance service recovery strategies with proactive outreach to mitigate escalations.
• Reduce repeat escalations by addressing root causes.
• Coach team to handle recovery empathetically and build loyalty.
• Share noteworthy feedback with Communications, Marketing and PR stakeholders.
• Serve as regional advocacy lead for Brand, Loyalty and Operations.
• Identify resolution trends and escalate insights for enterprise action.
• Provide stakeholder management with Senior Executives and follow-up.
• Support status update reporting for executive and escalated cases.

Skills

Team leadership

Customer service lifecycle

Analytical skills

Education

Bachelor's degree

High school diploma

Job description

Marriott International in Singapore seeks a Senior Manager, Customer Resolution to lead a regional team that resolves customer concerns with speed and empathy. The role drives proactive recovery through insights, reducing escalations and elevating loyalty across all interactions.

Key focus areas include ownership standards, accountability, and service excellence while collaborating with Brand, Loyalty and Operations partners to deliver consistent, high-quality outcomes at scale.