Logistics (Customer Service Operations) Director
23 hours ago
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**
**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.
**Working Location**:
- Ang Mo Kio North-East Region
**Note**:
-
Director, Customer Service Ops
2 days ago
Singapore GAIN CITY LOGISTICS PTE. LTD. Full timeA leading logistics company in Singapore is seeking an experienced Logistics Director/Senior Manager to oversee customer service operations. This role is critical in ensuring service excellence, leading teams, and implementing effective frameworks. The ideal candidate will have significant experience in customer service, strong leadership skills, and a...
-
Singapore Gain City Group Full timeLogistics (Customer Service Operations) Director At Gain City, we deliver expertise and quality solutions in air-conditioning, home appliances and consumer electronics. Established in 1981, Gain City is a trusted household name in Singapore. We take pride in our strong customer focus, innovative spirit, and commitment to service excellence. With a dynamic...
-
Singapore GAIN CITY LOGISTICS PTE. LTD. Full time**About Gain City** At Gain City, we deliver expertise and quality solutions in air-conditioning, home appliances and consumer electronics. Established in 1981, Gain City is a trusted 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 of...
-
Singapore GAIN CITY LOGISTICS PTE. LTD. Full timeAbout Gain City At Gain City, we deliver expertise and quality solutions in air-conditioning, home appliances and consumer electronics. Established in 1981, Gain City is a trusted 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 of stores...
-
Warehouse/ Logistics Customer Service Officer
2 weeks ago
Singapore Yusen Logistics Full time**Overview**: Yusen Logistics is working to become the world’s preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities - through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company we’re dedicated to a culture...
-
Logistics Director
1 week ago
Singapore CGR LOGISTICS PTE. LTD. Full time**Job Summary**:The Logistics Director is a senior management position responsible for overseeing and optimizing the entire logistics and supply chain function within an organization. This role involves strategic planning, leadership, and execution to ensure efficient and cost-effective movement of goods, materials, and information throughout the supply...
-
Customer Service Officer
2 weeks ago
Singapore ALLIGATOR LOGISTICS PTE LTD Full time**Job Description**: - To assist logistics Manager with documentation and shipping arrangements. - Handle LCL/FCL for import/export processing. - Prepare and check all shipping documents to ensure that they are comply with import/ export rules and regulation. - Manage daily operations and respond to customer inquiries and requests - Process inquiries and...
-
Customer Service Officer
23 hours ago
Singapore ALLIGATOR LOGISTICS PTE LTD Full time**Job Description**: - To assist logistics Manager with documentation and shipping arrangements. - Handle LCL/FCL for import/export processing. - Prepare and check all shipping documents to ensure that they are comply with import/ export rules and regulation. - Manage daily operations and respond to customer inquiries and requests - Process inquiries and...
-
Singapore Gain City Group Full timeA prominent consumer electronics firm in Singapore is seeking a Logistics (Customer Service Operations) Director to lead their Customer Service Operations division. The role involves overseeing daily operations and ensuring a positive customer experience. Ideal candidates should have a Bachelor's degree, 5+ years in customer service operations, and...
-
Operations Director
3 days ago
Singapore Michael Page Full timeOperations Director (Healthcare Logistics) Join to apply for the Operations Director (Healthcare Logistics) role at Michael Page About Our Client Our client is a Global Leader in Logistics and Supply Chain Solutions, recognised for innovation and reliability. They are committed to delivering best‑in‑class services to healthcare customers worldwide. Job...
