Service Excellence & Operations Lead

GOOD JOB CREATIONS (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 72,000 - 108,000; Full time

Job summary

GOOD JOB CREATIONS (SINGAPORE) PTE. LTD. is seeking an experienced Customer Experience Manager to oversee daily customer service operations in Singapore.

You will manage inquiries via email and social channels, resolve issues, and coordinate escalations with internal teams to ensure timely resolutions. You will develop and maintain SOPs, response templates, and service guidelines, coach the team, and analyze feedback to drive CX improvements.

Qualifications

• Minimum 5 years in Customer Service or related fields.
• Experience handling escalated complaints and improving processes.
• Proficiency in CRM systems and reporting tools.
• Hospitality/retail experience is a plus.

Responsibilities

• Handle daily customer enquiries via email and social media.
• Resolve complaints professionally per service standards.
• Coordinate with internal teams for timely resolutions.
• Monitor customer satisfaction and suggest improvements.
• Develop and maintain support SOPs and templates.
• Improve workflows for enquiries, complaints, and escalation.
• Track KPIs like response and resolution times.
• Assist CRM implementation and workflow design.
• Suggest CRM enhancements to boost efficiency and reporting.
• Maintain accurate customer data in the CRM.
• Supervise daily team operations and workload allocation.
• Coach team members to raise service quality.
• Analyze feedback and recurring issues.
• Prepare regular performance reports and CX initiatives.

Skills

Customer service

CRM proficiency

Data analysis

Team coaching

Tools

CRM systems

Job description

GOOD JOB CREATIONS (SINGAPORE) PTE. LTD. is seeking an experienced Customer Experience Manager to oversee daily customer service operations in Singapore.

You will manage inquiries via email and social channels, resolve issues, and coordinate escalations with internal teams to ensure timely resolutions. You will develop and maintain SOPs, response templates, and service guidelines, coach the team, and analyze feedback to drive CX improvements.