Senior Service Excellence Lead

Job-Q.com Singapore

Singapore

On-site

SGD 70,000 - 110,000

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

Job-Q.com Singapore is seeking a Senior/Lead Executive for the Centre for Service Excellence to enhance service delivery and improve customer experience for learners, industry partners, and the public. You will implement service solutions, map customer journeys, and handle complex cases including complaints and feedback, balancing strategic planning with operational efficiency.

The role requires strong written communication, analytical skills, and collaboration with internal stakeholders to

Qualifications

3-5 years of experience in service operations or case management.
Strong written and verbal communication skills.
Proficiency with MS Office and Power BI.
Experience in process improvement or service design is advantageous.

Responsibilities

Manage day-to-day operations of customer service and engagement across physical and digital touchpoints.
Conduct case analyses and collaborate with internal stakeholders to resolve issues arising from complaints, appeals, or service matters.
Coordinate replies per NYP SOPs and service standards.
Review draft replies for cases fronted by QSM’s Office.
Capture and maintain accurate records of all customer interactions in the case management system.
Provide guidance to new and existing team members through on-the-job training in case management and daily operations tasks.
Map customer journeys across service touchpoints and identify pain points to improve the customer experience.
Use analytics to support data-driven decisions and track service delivery metrics.