Lead and execute the Customer Service strategy for the Singapore market, overseeing daily operations while driving continuous training and coaching initiatives.
Manage, mentor, and coach Customer Service team leads and agents to achieve high standards of quality and productivity, ensuring an optimal customer experience.
Develop, refine, and optimize operational processes to improve efficiency, service quality, and overall team performance.
Design and implement structured training, quality assurance, and development programs to upskill both new and existing team members, providing actionable feedback and clear career progression pathways.
Recruit, structure, and scale the Customer Service team to ensure sufficient manpower support and sustainable team development.
Collaborate with senior leadership to share frontline customer insights and provide data-driven recommendations to enhance overall user experience and service design.
Requirements
Minimum 5 years of experience in customer service, including team management responsibilities.
Proven experience in building and scaling teams, with established QA frameworks and structured training programs.
Experience in financial industry is advantageous.
Strong problem-solving capabilities with demonstrated ability to manage complex customer and team-related challenges.
Highly attentive to detail with a structured and analytical approach to decision-making.
Thrives in fast-paced, high-growth environments.
Willing to take ownership and support the team directly to achieve operational goals under pressure.
Excellent command of English with strong interpersonal and communication skills. Additional language proficiencies will be an added bonus.
Confident in proposing and implementing new initiatives.
Comfortable challenging ideas constructively and driving improvements within tight timelines.
