Assistant Director, Customer Experience

3 days ago

Bedok New Town, Singapore PAP Community Foundation Full time $120,000 - $180,000 per year

Key Responsibilities:

  • Develop and execute the strategic vision and direction for the team, ensuring that customer and organisational service needs are met.
  • Improve the customer service experience by creating engaging and effective processes, policies and standards, and establishing performances metrices for the team.
  • Develop and implement methods to record, assess and analyse customer feedback and data, to build customer relationships and achieve excellence in customer experience, engagement and loyalty.
  • Develop and execute initiatives, including assessing training needs and implementing programmes to build service culture and capability within PCF.
  • Establish protocols and procedures relating to how PCF should relate to, engage and assist customers.
  • Oversee and coordinate cross-functional resolutions for complex issues and concerns.
  • Lead, mentor and motivate the customer service team.
  • Keep ahead of industry developments, recommend updates and expansions to technology, equipment and policies that will lead to improvements in customer experience.
  • Undertake any other adhoc duties or projects as assigned.

Job Holder Requirements:

  • Experience: At least 12-15 years of working experience in customer service environment
  • Other Knowledge / Skills / Attributes:

- Proven experience handling escalations and resolving issues independently.

-Strong leadership and people management skills; extensive experience of running operational customer service teams and call centres

- Able to multitask, perform highly unstructured tasks and work with teams of people both inside and across different business units.

- Able to interpret and analyse available data in order to recommend and develop improvement strategies

- Possess excellent written and oral English language and negotiation skills.  Being effective bilingual in a second language would be an added advantage

- Proficiency in customer service software or CRM systems

- Possess a positive attitude, cheerful disposition and good interpersonal skills to work with different stakeholders from across the organisation

- Where required, be able to work occasionally after office hours and some weekends to support events or tight deadlines

Please send your resume to  indicating current and expected salary.

We regret that only shortlisted candidates will be notified.

Note: In compliance with Personal Data Protection guidelines, we do not require indication of your NRIC or Foreign Identification numbers in your CV/Job Application Form. Your CV and/or Job Application will be retained for a period of 1 year, and we will respectfully destroy these documents thereafter (in the event your job application is unsuccessful).

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