Logistics (Customer Service Operations) Director/Assistant Director/Snr Manager

At Gain City, we've been delivering trusted expertise and quality solutions in consumer electronics, air-conditioning, and home appliances since 1981. As a household name in Singapore, we take pride in our strong customer focus, innovative spirit, and commitment to service excellence. With a dynamic workforce and a network stores and service centres islandwide, we offer a vibrant and growth-oriented environment where employees are empowered to thrive, take ownership, and make a real impact. Join us and be part of a company that values integrity, teamwork, and continuous improvement as we work towards enriching everyday lives.

About The Role

We are looking for an experienced and customer-centric leader to oversee and enhance our customer service operations. This role will be responsible for managing daily service delivery, driving continuous improvement, and ensuring a seamless customer experience across all touchpoints. The ideal candidate will combine customer-centric thinking with operational excellence to build a scalable, efficient, and high-performing service function.

What We Offer:

• Competitive salary and performance-based bonuses

• Comprehensive benefits package

• A collaborative, forward-thinking, and growth-focused work environment

• Opportunities to grow with a trusted household brand

Responsibilities:

· Customer Service Strategy:

Design and implement customer service frameworks, standards, and procedures that support long-term business objectives and customer satisfaction.

· Operations Management:

Lead daily operations of customer service teams (e.g. call centre, social media), ensuring timely and accurate responses to customer inquiries and issues.

· Team Leadership & Development:

Manage and mentor a team of customer service managers, team leads, and frontline agents. Drive engagement, training, and performance improvement.

· Process Improvement & Performance Monitoring:

Set and track KPIs such as response time, resolution rate, CSAT, and first-contact resolution. Conduct regular performance reviews and implement corrective actions as needed. Identify inefficiencies and implement improvements in customer support workflows using automation, knowledge management, and self-service tools.

· Service & Business Development:

Explore, propose and adopt latest customer support tools and platforms to automate and improve customer service capabilities.

· Crisis & Escalation Management:

Lead the resolution of high-impact escalations and service disruptions, ensuring clear communication and recovery plans.

· Reporting & Insights:

Produce incident reports and insights on customer trends, pain points, and service metrics to inform management and support strategic decision-making.

Requirements:

• Bachelor's degree Business Administration, Communications, Operations Management, or a related field.

• 5 years' experience in customer service operations or contact centre management, including at least 2 years in a leadership capacity.

• Demonstrated experience managing large-scale customer service teams (onshore/offshore or hybrid environments).

• Strong familiarity with customer support tools and platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk).

• Strong analytical, problem-solving, and negotiation skills.

• Excellent leadership, interpersonal and conflict resolution skills.

• Experience in service providing, retail or e-commerce industries is highly desirable.

Apply now to be part of our growing team

Working Location:

• Ang Mo Kio North-East Region

Note:

• Only shortlisted candidates will be notified.