Senior Sales & Customer Experience Lead

INTERSURFACE PTE LTD; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading sales firm in Singapore is seeking a Senior Sales & Customer Experience Lead responsible for managing complex inquiries and providing customer solutions. The role demands strong presentation skills and the ability to handle objections professionally with Interior Designers. Candidates should possess excellent communication capabilities and be comfortable working autonomously. The position is full-time and requires Saturday work. The salary ranges between SGD 3,600 and 4,500 per month.

Qualifications

• Strong verbal communication and persuasion skills.
• Experience handling objections or difficult customers.
• Comfortable conducting face-to-face presentations.
• Able to explain products, limitations, and value clearly.

Responsibilities

• Manage complex inbound enquiries requiring judgement.
• Conduct in-person presentations to Interior Designers.
• Set realistic expectations on scope and timelines.
• Handle objections related to price and quality.

Skills

Sales Presentations

Verbal Communication

Customer Experience

Interpersonal Skills

Job description

Senior Sales & Customer Experience Lead

📍 Singapore

🕒 Full-time, 5 day work. Saturday work required | Local, customer-facing

Brand: Obalay (www.obalay.com)

Role Overview

This role sits at the intersection of sales, customer judgement, and operational risk management.

You will handle complex inbound enquiries, take ownership of difficult customer situations, conduct outbound presentations to Interior Designers (IDs), and act as a commercial decision-maker who balances customer expectations with operational realities.

A key expectation of this role is to operate with a high level of autonomy, making sound decisions within defined boundaries.

• This is not a junior sales role.
• This is not an admin or support role.
• This is not a purely inbound role.

If you are comfortable thinking on your feet, presenting in person, handling objections, and holding firm boundaries, this role fits.

Key Responsibilities

Inbound Sales & Lead Handling

• Handle complex inbound enquiries requiring explanation, persuasion, and judgement
• Manage showroom walk-ins with consultative conversations
• Conduct follow-ups for high-value or high-friction leads
• Close deals that are not purely transactional
• Monitor and respond to inbound email enquiries with structured, professional communication (distinct from instant-message responses)

Outbound Sales & ID Presentations

• Conduct in-person and virtual presentations to Interior Designers (IDs)
• Explain products clearly, including limitations, trade-offs, and value positioning
• Handle professional objections with confidence and structure
• Build long-term, credibility-based relationships with IDs
• Represent the company as a reliable commercial and technical voice

This is relationship-based, consultative outbound work.

Expectation & Risk Management

• Set realistic expectations on scope, finish, and timelines
• Clearly communicate limitations and boundaries
• Balance customer requests against operational realities (manpower, scheduling, site conditions)
• Prevent over-promising and poor precedents
• Escalation & Non-standard Case Handling
• Take over emotional, dissatisfied, or demanding customer
• Handle strong objections related to price, quality, delays, or dissatisfaction
• De-escalate situations calmly while protecting the company’s position
• Handing of non-standard cases (e.g. job scope, schedules, requests)

Judgement, Scheduling Foresight & Decision Support

• Operate with a high level of autonomy, making sound decisions within defined authority
• Escalate only when risk exceeds agreed limits
• Monitor sales pipeline and confirmed jobs to anticipate scheduling gaps, clashes, or under-utilisation of installation manpower, and flag risks early
• Support operations with commercially sensible decisions

What This Role Does NOT Do

• handle daily admin or documentation
• create work orders or manage routine scheduling
• manage low-risk or templated customer updates
• promise free work, discounts, or guarantees
• rely on excessive apologies to resolve situations

Support roles handle execution.

This role handles judgement, communication, and foresight.

Who This Role Is For

You will do well if you :

• remain calm under pressure
• think before speaking
• can say “no” professionally
• are comfortable presenting in person to professionals
• understand that decisions have downstream operational consequences
• are confident being the external face of the company

You may struggle if you :

• avoid confrontation
• prefer purely inbound or desk-bound roles
• rely heavily on scripts
• over-accommodate to avoid tension

Requirements

• Able to work on Saturday (5 day work week, 1 weekday off)
• Strong verbal communication and persuasion skills
• Experience handling objections or difficult customers
• Comfortable conducting face-to-face presentations
• Able to explain products, limitations, and value clearly
• Structured thinking and emotional control
• Singapore-based (local role)

Industry experience is a plus, but judgement and presentation confidence matter more.

Salary

Base Salary : SGD 3,600 – 4,500 / month

What Success Looks Like

• Strong close rate on complex inbound leads
• Confident, independent ID presentations
• Early identification of scheduling risks or under-utilisation
• Issues are resolved efficiently with clear ownership and accountability
• Clear expectations set upfront
• Reduced disputes and last-minute issues
• Calm, professional handling of pressure cases

How to Apply

Please submit your resume and answer the following :

• Describe a time you had to say no to a customer and how you handled it.
• Describe a time you presented a product or idea in person to a professional or skeptical audience.

Applications without these responses will not be shortlisted.

Tell employers what skills you have

• Sales Presentations
• Verbal Communication
• Construction
• Strong Attention To Detail
• Autonomy
• Customer Experience
• Ability To Work Independently
• Customer Interaction
• Customer Support
• Interpersonal Skills
• Administration
• Scheduling
• Customer Services
• Customer Relations
• Customer Service Experience