Qualification and Experiences
- Degree and above in related field
- At least 5 - 10 years of experience in the same field
- Strong understanding of end-to-end customer support operations across multiple channels (live chat, email, app support, retail-related cases).
- Experience managing service KPIs such as FRT, RT, CSAT, QA, productivity, and SLA performance.
- Knowledge of workforce planning, manpower forecasting, shift scheduling, and resource allocation.
- Ability to manage operational budgets including manpower, tools, training, and engagement initiatives.
- Familiarity with escalation management and crisis handling.
- Strong understanding of customer journey mapping and Voice of Customer (VOC) analysis.
- Ability to identify customer pain points and drive service improvement initiatives.
- Experience improving customer experience across both digital and physical retail touchpoints.
- Knowledge of customer satisfaction methodologies, complaint analysis, and service recovery practices
- Proven leadership and team management capabilities.
- Strong coaching, mentoring, and performance management skills.
- Experience building training plans, capability development frameworks, and succession pipelines.
- Ability to foster a customer-first and accountability-driven culture.
- Strong stakeholder communication and team collaboration skills.
- Strong SOP development, documentation, and governance experience.
- Knowledge of process optimisation, workflow improvement, and operational efficiency practices.
- Experience implementing automation, self-service tools, or knowledge base enhancements.
- Strong analytical and problem-solving mindset with continuous improvement capability.
- Strong analytical skills with ability to interpret operational data and customer trends.
- Experience preparing dashboards, reports, and performance insights for leadership.
- Ability to conduct root cause analysis and recommend corrective actions.
- Proficiency in Excel/Google Sheets and reporting tools.
- Strong collaboration skills with Operations, Marketing, Product, Tech, CRM vendors, and Regional teams.
- Experience managing cross-functional projects and driving alignment across departments.
- Ability to communicate operational insights and recommendations effectively to leadership.
- Experience in retail, F&B, e-commerce, or multi-site operations environment is an advantage.
- Familiarity with CRM/ticketing platforms such as Zendesk, Freshdesk, Salesforce, or similar tools.
- Understanding of customer support automation and AI-assisted service tools is an added advantage.
- Knowledge of MYSG market operations and customer behaviour is preferred.
a Necessity, not a Luxury