Employment Type: Full-Time
Work Location: Serangoon

Operations Hours:
Monday - Friday
09:00 - 18:00

Responsibilities:

• Manage, coach and support a customer service team
• Assign and monitor daily workloads to ensure timely responses across all channels
• Conduct regular performance reviews, training and feedback sessions
• Set clear service standards, SOPs and KPIs for the CS team
• Be hands‑on in daily customer service operations, including replying to customer emails and social media platforms
• Support and assist with operational tasks, such as order dispatch, returns and exchanges coordination
• Collaborate with Operations team to resolve issues and manage workflows
• Oversee all customer touchpoints including emails, social media platforms and google reviews to maintain positive brand reputation
• Handle escalated and complex customer cases profe...