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Senior Customer Experience Lead

1 week ago

Singapore Sinoppel Device Full time

Overview

Sinoppel Device is committed to delivering exceptional customer experiences. As a Senior Customer Experience Lead, you will play a critical role in developing and implementing strategies that drive customer satisfaction and loyalty.

About the Role

In this role, you will be responsible for aligning with headquarters on customer service KPIs and ensuring effective local execution. You will also optimize customer service processes, including inquiries, complaints, returns, and repairs.

Key Responsibilities

  • Align with headquarters on customer service KPIs and ensure effective local execution.
  • Develop and implement strategies based on HQ directives while providing feedback for optimization.
  • Optimize customer service processes, including inquiries, complaints, returns, and repairs.
  • Monitor and analyze customer feedback data to improve after-sales policies and operations.
  • Coordinate with logistics, warehousing, and supply chain teams to ensure efficient after-sales support.
  • Train and develop the customer service team to enhance professionalism and efficiency.
  • Establish and implement performance evaluation systems to ensure service standards are met.
  • Motivate and retain team members through incentives, promotions, and a positive work culture.
  • Handle major customer complaints and crisis management to protect brand reputation.

Requirements

You should have at least 3 years of experience in customer service, including 2 years in a supervisory role. A strong customer-centric and service-oriented mindset is essential.