Resident Experience Lead — Customer Service & Ops

Ang Mo Kio Town Council; Singapore; On-site; SGD 47,000 - 71,000; Full time

Job summary

Ang Mo Kio Town Council is seeking an Admin/Customer Service Supervisor to join our Administration team in Singapore. You will oversee the Customer Service Officers, manage their roster and training, and ensure high-quality resident service across offices.

The role requires a degree in Business Admin and at least 2 years in customer service, with strong Excel and communication skills. You will collaborate across departments to drive process improvements and back-up frontline staff when needed.

Qualifications

• Minimum Degree in Business Administration or equivalent qualifications.
• Preferably at least 2 years of experience in a customer service role, with demonstrated ability to handle feedback and complaints professionally.
• Competent in statistical analysis and Microsoft Excel.
• Prior experience in a supervisory or team lead capacity is highly advantageous, but not a must.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail, capable of managing multiple tasks and prioritizes effectively.
• A team player with strong interpersonal skills, able to collaborate effectively across departments and engage with diverse staff members.
• Proactive, resourceful, and able to work independently to resolve issues and improve processes.
• Flexibility to provide back-up support as front line staff (e.g. call centre, reception, cashier) as required.

Responsibilities

• Deliver quality customer service: manage feedback, complaints and services requested by residents professionally and liaise with relevant departments.
• Guiding frontline team on handling escalated complaints and delivering excellent customer service.
• Act as back-up operational support and ready to be deployed to call center, reception, or cashier across offices.
• Team management: manage CSO duty roster and leave planning; provide orientation, guidance and training; improve cross-department processes.
• Performance Management/ Administrative duties: perform statistics and reports; onboarding/offboarding clearance; assist procurement and invoices; manage CSO inboxes.

Skills

Customer service

Communication

Organization

Teamwork

Problem-solving

Adaptability

Leadership potential

Education

Degree in Business Administration

Tools

Microsoft Excel

Job description

Ang Mo Kio Town Council is seeking an Admin/Customer Service Supervisor to join our Administration team in Singapore. You will oversee the Customer Service Officers, manage their roster and training, and ensure high-quality resident service across offices.

The role requires a degree in Business Admin and at least 2 years in customer service, with strong Excel and communication skills. You will collaborate across departments to drive process improvements and back-up frontline staff when needed.