Job Summary
Seeking an experienced and forward-thinking Service Excellence Lead to drive the transformation of our customer service experience in line with our service promise. In this key role, you will design and implement service excellence framework and strategies, spearhead service quality monitoring and audits, and deliver targeted coaching to elevate service standards.
You will champion the service culture inspiring Customer Service Officers and the Service Coaches amongst the teams in Frasers Property Singapore Malls, steering service quality audits, training, coaching and driving cross-functional initiatives that embed service excellence. With your ability to translate insights into action, you will ensure our service consistently differentiates us in the market earning industry recognition, strengthening customer loyalty, and boosting our Net Promoter Score.
Job Description
- Lead Service Excellence Strategy:
- Implement service excellence strategies that align with the organisations service promise Service from the Heart to improve NPS, satisfaction, and loyalty.
- Ensure initiatives are rolled out consistently and effectively.
- Service Quality Monitoring:
- Establish and maintain a robust service culture that reflects our service promise.
- Conduct regular service audits, provide direct coaching, and oversee training programmes for Customer Service Officers and Service Coaches.
- Monitor performance, validate service feedback, NPS and surveys to close service gaps drive continuous improvement
- Drive Performance & Recognition:
- Lead team performance to achieve and exceed organisational service targets.
- Lead recognition programmes and award achievements that celebrate outstanding service delivery uplifting
- Analyse and Act on Insights:
- Conduct service audits for the ground team at the malls and translate data into actionable strategies by identifying behaviour patterns, service trends, and systemic issues.
- Develop and implement improvement plans that deliver measurable enhancements in service quality.
- Champion Cross-Functional Collaboration
- Partner with marketing, branding, centre management, IT, and operations to integrate service excellence into the broader organisational strategy.
- Ensure initiatives are aligned with brand positioning and customer engagement goals.
- Reporting
- Produce and present clear, data-driven reports on service performance, trends, and outcomes.
Key Qualification
- Bachelors degree and/or 6 - 8 years of equivalent practical experience
- Exceptional interpersonal, verbal, and written communication skills.
- Demonstrated ability to work collaboratively within the team and with other departments to provide a high level of customer service.
- Ability to work under pressure and remain calm in high-stress situations while offering solutions to teams needs.
- Strong analytical ability, great at data storytelling and translating data into actionable insights
- Good team player who enjoys working on complex projects with various stakeholders
Diversity brings us closer to the communities we serve
Guided by our Purpose, we are creating, inspiring, and nurturing an inclusive culture that unlocks the power of diverse teams to drive Frasers Property forward. Our values drive everything we do, which are core to creating safe places where everyone belongs, is mutually respected and feels empowered to be authentic at work. Working collaboratively makes us progressively stronger and better as an organization, which helps our people to thrive each day.
