Lead a customer experience team to deliver responsive, accurate order support and smooth issue resolution across internal stakeholders. Drive continuous improvements to workflows, service quality, and reporting to strengthen customer satisfaction and team performance.

Responsibilities

Supervise day-to-day operations of the customer experience team, ensuring consistent service standards, process adherence, and timely turnaround.

Manage end-to-end support for customer requests, including orders, samples, documentation, returns, credits, complaints, invoicing queries, and related follow-ups.

Coordinate across relevant internal teams to troubleshoot and resolve delivery, billing, and service issues efficiently.

Track service outcomes and define practical performance indicators; monitor quality and coach the team against agreed expectations.

Identify gaps in systems and workflows, then propose and implement improvements to increase accuracy and productivity.

Review customer feedback and survey insights, translating findings into action plans to improve support outcomes.

Support management communications during urgent situations (e.g., product or service alerts), ensuring clear and timely customer updates.

Lead assigned projects and initiatives, driving execution from planning through completion.

Requirements

Bachelor’s degree in Business or a related discipline.

Minimum 3 years of people-leadership experience (direct reports) with 5–7 years of relevant customer service experience.

Hands-on experience working with an ERP system.

At least 3 years’ experience using Salesforce or similar CRM platforms.

Ability to work independently, make sound decisions, and operate effectively when priorities or information are evolving.

Strong organisational skills with a structured approach to managing multiple requests.

Strong stakeholder management skills, including tact, conflict resolution, and team-building capabilities.

Customer-focused mindset with a commitment to service quality and continuous improvement.

Interested candidates who wish to apply for the advertised position, please click on "Apply Now". We regret that only shortlisted candidates will be notified.

EA License No.: 01C4394 (PERSOL SINGAPORE PTE LTD)

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