Head of Customer Service

3 weeks ago

Singapur, Singapore Cogoport Private Limited Full time

Do you prefer setting the rules of the road or leading the fastest racing team? At Cogoport, we’re doing both — setting global benchmarks while delivering customer service at full throttle.

As we scale across Southeast Asia and beyond, Cogoport’s mission is to transform the way global trade operates — by making it faster, more cost-effective, and radically transparent. Our Customer Service function is the nerve center that ensures promises are kept, trust is built, and delight is delivered.

This is your opportunity to lead the charge in building one of the most customer-obsessed freight platforms in the world.

What You Will Do

  • Own the strategy and execution of the entire Customer Service function across Southeast Asia.
  • Build and lead a high-performing team spanning Booking Desk, Documentation Control, and Escalation Management.
  • Set and improve KPIs including CSAT, NPS, First Response Time, Resolution SLA , and Retention Rate .
  • Implement Lean, Six Sigma , and automation best practices to remove inefficiencies and scale effortlessly.
  • Drive cross-functional initiatives with Product, Ops, Tech, and Sales to ensure end-to-end customer satisfaction.
  • Create structured escalation management and issue resolution frameworks with internal and external stakeholders.
  • Monitor VOC (Voice of Customer) insights and use them to refine playbooks, process flows, and journey maps.
  • Represent Customer Success in leadership meetings and proactively drive product/process improvements based on service feedback.

Success Metrics

  • CSAT > 90%, NPS consistently trending upwards
  • Resolution time SLA met for >95% of issues
  • % of automated responses/workflows implemented
  • YoY improvement in customer retention and repeat bookings
  • Employee satisfaction and productivity within the CS function

Who You Are

  • MBA from a reputed institution (Bachelor’s in Business or Engineering preferred)
  • 10+ years in service leadership roles across customer operations, success, or support
  • At least 3 years in logistics, freight forwarding, or international supply chain experience (preferred)
  • Deep knowledge of CX design, service operations, and contact center management
  • Lean Six Sigma Black Belt certification preferred; strong track record of process optimization
  • Visionary yet execution-driven — someone who can scale from 0 to 1, then 1 to 100
  • Strong communicator, people leader, and cross-functional collaborator
  • Empathy-first mindset paired with data-driven decision-making

What We Offer

  • A leadership seat to design and scale customer service across Southeast Asia
  • Access to digital customer experience tooling and automation infrastructure
  • A global team culture that values experimentation, empathy, and ownership
  • Fast-paced environment with autonomy to build and lead from the front
  • Salary range: Competitive Salary, based on experience and expertise
  • A chance to transform how customers experience global logistics — and build a legendary service organisation
#J-18808-Ljbffr

  • HEAD OF SERVICES

    3 weeks ago

    Singapur, Singapore ATR EASTERN SUPPORT PTE LTD Full time

    The jobholder reports directly to the VP Customer Support and Services in ATR Eastern Support, and functionally to both the Head of Spares & Material Operations and the Head of GMA & Repair Services based at ATR Headquarter. The Head of Services is accountable of the spares support, the repair/standard exchange contracts administration, and the repair...

  • Head of Customer Experience

    3 weeks ago

    Singapur, Singapore Prudential Assurance Company Singapore Full time

    Join to apply for the Head of Customer Experience role at Prudential Assurance Company Singapore Join to apply for the Head of Customer Experience role at Prudential Assurance Company Singapore Get AI-powered advice on this job and more exclusive features. Prudential’s purpose is to be partners for every life and protectors for every future. Our...

  • Head of Customer Service Center

    3 weeks ago

    Singapur, Singapore Alfa Laval Full time

    Head of Customer Service Center & Process Excellence, SEA Join to apply for the Head of Customer Service Center & Process Excellence, SEA role at Alfa Laval Head of Customer Service Center & Process Excellence, SEA Join to apply for the Head of Customer Service Center & Process Excellence, SEA role at Alfa Laval Get AI-powered advice on this job and more...

  • Head of Service APAC

    3 weeks ago

    Singapur, Singapore EOS Full time

    Join to apply for the Head of Service APAC role at EOS Join to apply for the Head of Service APAC role at EOS Location: SingaporeWe, EOS - world market leader for industrial 3D printing, are looking for you to support our .At EOS, we're more than just a team; we're a community united by technology, where every action is a step towards meaningful change,...

  • Head of Customer Experience

    3 weeks ago

    Singapur, Singapore Prudential Hong Kong Limited Full time

    Head of Customer Experience page is loadedHead of Customer Experience Apply locations Singapore time type Full time posted on Posted 11 Days Ago job requisition id Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and...

  • Customer Service Officer

    3 weeks ago

    Singapur, Singapore SAFRA National Service Association Full time

    CUSTOMER SERVICES OFFICER - SAFRA TOA PAYOH Singaporean or Singapore Permanent Resident only Responsibilities Performs opening of front desk activities. Receive members / guests at the counter. Check the member’s membership card and NRIC. Receive / transfer calls and call back. Take booking / reservation of sport facilities (for selected facilities...

  • Head of Customer Success

    3 weeks ago

    Singapur, Singapore Straight Up Full time

    Get AI-powered advice on this job and more exclusive features. Head of Customer Success – Remote | Client-Focused Leadership RoleAbout UsWe are an international provider of personal development and leadership education programs, supporting clients in more than 100 countries. Our aim is to help professionals from diverse sectors—including healthcare,...

  • Product and Customer Analytics Head SG

    3 weeks ago

    Singapur, Singapore CIMB Singapore Full time

    Join to apply for the Product and Customer Analytics Head SG role at CIMB Singapore Join to apply for the Product and Customer Analytics Head SG role at CIMB Singapore Get AI-powered advice on this job and more exclusive features. Job DescriptionThe Product and Customer Analytics Head (VP equivalent) for SG Consumer Banking will lead and develop a team...

  • Customer Service

    3 weeks ago

    Singapur, Singapore WATCH REPAIR SERVICE CENTRE PTE. LTD. Full time

    Job Description / 职责描述： Serve as the first point of contact for walk-in customers requiring watch servicing and repair作为客户进店的第一接待人，提供钟表维修与服务咨询 Explain service procedures, timelines, and basic technical information to customers向客户讲解维修流程、预计时间及基础技术说明 Recommend...

  • Head of Marketing Services

    7 days ago

    Singapur, Singapore Visa Inc. Full time

    The Marketing Services Team is a passionate and dedicated team with a high-performance culture focused on bringing all the best of Visa's marketing capabilities, sponsorships, insights and analytics to support Visa's ecosystem of partners and clients with their acquisition, engage, and retention priorities. Success is driven through the collaboration with...