Total 445 quality control manager job vacancies in Customer Service category

Centre Manager

• Salary: $3500 - $4000

• Working hours: Mon, Tue, Fri, Sat n Sun | Off days: Wed-Thu |9am-6pm

• Location: Novena, Bukit Panjang and Tampines

Summary:

we take pride in providing top-notch technology education courses to equip every child with programming knowledge and empower them to create change. If you’re keen to be part of a dynamic team in a fast-growing start-up, join our Operations team to be hands-on from day one and work closely with our founding team. This role will expose you to daily operations of managing an ed-tech start-up and facilitate the smooth delivery of our coding programs to students in local and international schools.

Responsibilities & Duties

• Be a key player in the customer acquisition team to onboard new parents

• Share the vision and recommend suitable coding programs for students

• Support customer success initiatives like special programmes or competitions, or community events like fireside chats for customer engagement

• Maintain customer relationships and build a strong community. Act as parents’ advocate and manage relationships with them

• Plan lead generation events with key partners like Parent Sharings, trial classes and make sure payment for classes are received

• Work with the teaching team to assess the students and follow up with parents for conversion

• Responsible for handling general administrative duties, e.g. sending out onboarding emails, data entry, sorting out data and research

• Ensure that all customer information is properly documented and updated in our CRM system

• Relationship manager for our community, continue to track the progress of students and maintain relationships with parents

If you are keen to apply, please send me your resume and job applied for on WhatsApp at 9789 3505 or email me at anabel.thesupreme@gmail.com (˶ᵔ ᵕ ᵔ˶)

❄️Anabel Boon Xue Qi | Recruitment Consultant (R25159272) |

Job Info:

• Monday – Friday, 8.30am – 5.30pm
• Basic + Mobile Allowance + Standby Allowance + AWS + VB
  Transport claim: $800/month on mileage claim
• Annual leave 12 days
• Location: Toh Guan, West Region

Key Responsibilities:

• Address equipment faults at customer locations.
• Coordinate with customers and subcontractors for project tasks.
• Supervise work progress to uphold schedule and quality benchmarks.
• Ensure prompt delivery of materials and equipment for site installations or fault repairs.
• Perform routine maintenance for clients.

Requirements:

• Diploma in Electronics and Electrical Engineering
• Hands-on experience in troubleshooting of card access systems, alarm systems, CCTV, etc
• Standby duty is required
• Possess a valid class 3 driving license

Please submit your updated resume by using the APPLY NOW BUTTON

By submitting your personal data and/or resume to us in connection with your job application, you will be deemed to have agreed and consented to us in collecting, using, retaining, and disclosing your personal data and/or resume to prospective employers for the purpose of the evaluating, processing and administration by company relating to this job application.

*We regret to inform you that only shortlisted candidates would be notified* We wish you all the best in your career search.

You are welcome to visit our website at http://www.rkgroup.sg/

RK Recruitment Pte Ltd | EA License No.: 20C0280
Chan He Guang | EA Personnel No.: R23117560

• MNC Company
• Basic $3000 - $3200 + Allowance + AWS + Variable Bonus
• Excellent Welfare and Benefits + Career progression
• Working location: West / On-site
• Working hours: Monday to Friday (8.30am to 5.30pm)

Job Responsibilities:

Commissioning at Customer Premises

• Attend site commissioning sessions with customers and contractors.
• Conduct end-user training on the operation and maintenance of Intruder Alarm, CCTV and Access control systems.
• Inspect and verify contractor’s installation work to ensure it meets quality and technical requirements.
• Confirm that all installations and configurations comply with the specifications stated in the quotation or work order.
• Document commissioning activities and provide reports to relevant stakeholders.

Attend to Customer’s Complaints On-site

• Respond promptly to service calls and troubleshoot system issues on-site.
• Diagnose, repair, and test faulty equipment or system components.
• Provide technical support and advice to customers to resolve issues efficiently.
• Liaise with internal teams and suppliers for parts replacement or technical escalation when required.
• Ensure customer satisfaction through professional communication and quality service delivery.

Job Requirements:

• Possess minimum Nitec / Diploma in Electrical / Electronic / Mechatronic Engineering or related field.
• Experience in Intruder Alarm, CCTV and Access control systems or similar low-voltage systems preferred.

Candidates are encouraged to apply this position via Apply Now button with the following information in the resume

• Work experiences and job responsibilities
• Current and Expected salary
• Reason for leaving
• Date of availability
• Education background

We regret that only shortlisted candidates will be contacted.

LIONG ZHAO GUAN (R22107632)

EA Recruitment Pte Ltd

EA License No: 21C0492

Role Summary

The Client Delivery Manager (CDM) isresponsible for end-to-end service delivery governance across globalinfrastructure, cloud, network, unified communications, and cybersecurityenvironments. The role ensures contractual SLA/KPI achievement, operationalexcellence, financial governance, stakeholder satisfaction, and continuous serviceimprovement.

The CDM acts as the primary interface betweenclient stakeholders, executive leadership, managed service partners, andcross-functional technical teams, ensuring seamless service operations alignedto business objectives.

Key Responsibilities

1. End-to-End ServiceDelivery Ownership

Own overall service delivery for enterpriseinfrastructure covering:

·        Cloudplatforms (Azure, AWS)

·        Network(LAN/WAN, SD-WAN, firewalls, routing, switching)

·        Security(SASE, FWaaS, ZPA, ZIA, PAM, SIEM)

·        UnifiedCommunications (Cisco, Avaya, Microsoft Teams)

·        Ensurealignment with contractual commitments, SLAs, OLAs, KPIs, and regulatorystandards.

·        Driveservice reliability, performance optimization, and operational resilience.

2. Client &Executive Stakeholder Management

Serve as primary escalation point for majorincidents and delivery risks.

Conduct:

·        MonthlyService Reviews (MSR)

·        QuarterlyBusiness Reviews (QBR)

·        Translatetechnical metrics into executive-level business insights.

·        Buildtrusted relationships with C-level stakeholders and business leaders.

·        Managecustomer satisfaction and long-term strategic partnerships.

3. Governance, Risk& Compliance

Lead service governance framework acrossglobal multi-region operations.

Own Major Incident Management and chair RCA(Root Cause Analysis) reviews.

Drive proactive risk mitigation and servicecontinuity strategies.

Ensure adherence to cybersecurity frameworkssuch as:

·        NIST

·        ISO27001

·        SOC2

·        PCI-DSS

·        MITREATT&CK

·        Ensurecompliance with audit, security, and regulatory requirements.

4. Financial & Commercial Management

Manage service financials including:

·        Budgeting& forecasting

·        OPEX/CAPEXgovernance

·        Vendorcost optimization

·        Resourcecapacity planning

·        Collaboratewith procurement for contract optimization and commercial improvements.

·        Trackfinancial utilization and profitability of managed services.

5.Vendor & Managed Services Governance

Govern third-party vendors and global serviceproviders.

Implement vendor scorecards and performancebenchmarking.

Conduct contractual compliance reviews.

Ensure accountability and continuous serviceimprovement from partners.

6. OperationalExcellence & Continuous Improvement

Lead Continuous Service Improvement (CSI)initiatives.

Drive automation, monitoring enhancements, andservice health dashboards.

Improve SLA performance and reduce incidentrecurrence.

Optimize operational runbooks and SOPstandardization.

7. Team Leadership& Delivery Management

Lead cross-functional global delivery teamsacross APAC/EMEA/Global regions.

Oversee 24×7 operational support models.

Mentor delivery leads and technical engineers.

Foster high-performance culture andaccountability across teams.

RequiredQualifications

12–15+ years of experience in ITInfrastructure, Network, Cloud, and Security delivery.

5+ years in Service Delivery / Client Delivery/ Infrastructure Leadership roles.

PreferredCertifications

·        CISSP

·        CCIE/ CCNP Enterprise

·        ITILFoundation (or higher)

·        Azure(AZ-700 or equivalent)

·        VMware/ Checkpoint / CEH (advantageous)

Technical Expertise

·        Cloud,Microsoft Azure,AWS

·        Network& Security

·        Cisco(FMC, Prime, UCC)

·        PaloAlto, Checkpoint

·        SASE,FWaaS, ZPA, ZIA

·        CyberArk(PAM)

·        SIEMtools (QRadar)

·        Vulnerabilitytools (Nessus, Qualys, CrowdStrike)

·        Monitoring& Management

·        SolarWinds

·        LogicMonitor

·        ManageEngine

·        WhatsUpGold

·        FortiManager/ Panorama

·        UnifiedCommunications

·        CiscoCollaboration

·        Avaya

·        IPCTurret Technologies

Key Competencies

·        Executivecommunication & stakeholder influence

·        Crisis& escalation management

·        Strategicthinking & delivery governance

·        Financialacumen & cost optimization

·        Riskmanagement & service continuity planning

·        Cross-functionalteam leadership

·        Customer-centricmindset

Purpose: The role is responsible for handling customer quality issues and continuous improvement activities of the Company products and processes. You are required to drive internal departments on quality-related issues to follow up on effective corrective/preventive actions. You will be liaising with the internal team to support QBR, RMA, IFR, MRB, FAI Review and approval with Supplier and customer, In-Process Audit, FA Launch, 8D, SDR, FPY, tracker processes, and communicate between customer and internal team on Quality related matters.

Key areas of responsibilities:

• Lead and drive customer quality CAB meetings to derive root causes and corrective and preventive actions based on 8D methodology
• Perform ad-hoc visits to customer sites to facilitate investigation and improvement proposal
• Develop, drive, and lead the improvement of manufacturing systems and processes to meet and exceed customer expectations
• Lead and drive company-wide continuous improvement projects with relevant Organizations
• Build and drive customer relationships to improve customer satisfaction
• Perform customer quality performance monitoring and reporting to internal management and customer
• Manage the first article process and submit the report to the customer for approval
• Lead cross-functional team to establish the outgoing inspection checklist for NPI to ensure that the product meets customer requirement
• Analyze customer quality performance to identify trends and improvement opportunities
• Perform manufacturing audit

Qualification & Experiences:

• Degree in Mechanical/Mechatronics/Electrical/Manufacturing Engineering discipline
• At least 5 years of working experience, 3 years in dealing with customer quality managers or direct customer facing, related to the manufacturing environment, preferably from the semiconductor, semiconductor equipment industry, electronics, or high-tech instrument industry
• Strong knowledge and practices in 8D, SPC, FMEA, 6-sigma methodology (Certified Black/Green Belt), and change management
• Good understanding of first-article inspection requirements and expectations
• Excellent leadership and effective communicator with all levels of associates and management
• Experienced in Minitab is an advantage
• Experienced QMS auditor

Job Description: Service Manager

The Service Manager oversees the full operations of the Service Department, ensuring high‑quality service delivery, customer satisfaction, and continuous improvement across all security and communication system services. This role requires strong leadership, strategic planning capability, and technical oversight to drive operational excellence and business growth.

1. Roles & Responsibilities
A. Strategic & Departmental Management
·     Develop medium- to long-term strategies for the Service Department to enhance efficiency, profitability, and competitiveness.
·      Review and optimise service workflows, processes, and standard operating procedures.
·      Analyse industry trends and recommend improvements to maintain competitive service offerings.
·      Oversee service budget planning, cost control, and resource allocation.
·      Identify opportunities for new service packages, value-added services, or digital enhancements.

B. Operations & Performance Management
·      Establish KPIs for service performance and monitor departmental achievement against targets.
·      Ensure adherence to SLAs, contractual obligations, and company policies.
·      Oversee escalated service cases and ensure proper resolution.
·      Approve service plans, preventive maintenance schedules, and improvement actions.

C. Leadership & Team Management

·      Lead and manage service teams including Assistant Service Manager, engineers, technicians, and maintenance sales personnel.
·      Drive team performance through reviews, coaching, and competency development.
·      Oversee manpower planning, job assignment, and succession planning.
·      Conduct regular meetings with core team members to align goals and progress.

D. Customer Relationship & Stakeholder Management

·      Act as the senior point of contact for key clients, managing agents, and council representatives.
·      Oversee escalations, major incidents, and service failures.
·      Conduct strategic client reviews to assess satisfaction and improvement areas.
·      Strengthen long-term customer relationships to support account retention and growth.

E. Technical Oversight & Problem-Solving
·      Provide high-level technical guidance on complex system issues across Intercom, CCTV, Access Control, Alarm Systems, and Carpark Systems.
·      Work with Technical teams to analyse recurring faults and propose corrective actions.

F. Contract & Commercial Management
·      Oversee maintenance contract renewals, service proposals, and pricing structures.
·      Support sales in developing competitive service quotations and tenders.
·      Monitor revenue performance and ensure Service Department meets targets.

G. Reporting, Documentation & Continuous Improvement
·      Present service reports, operational analyses, and improvement recommendations to management.
·      Track service trends and customer feedback to identify improvement areas.
·      Lead digitalisation and system improvement initiatives.

H. Safety & Compliance
·      Ensure service activities comply with regulatory requirements, safety standards, and internal policies.
·      Oversee safety briefings, risk assessments, and compliance audits.

2. Requirements

Education
·       Diploma or Degree in Engineering, Electronics, Information Technology or related field.

Experience
·      Minimum 5–8 years of experience in service operations or technical support, preferably in security systems.
·      At least 2–3 years of experience in a managerial or supervisory role.

Technical Knowledge
·      Knowledge of security systems such as CCTV Systems, Access Control Systems, Intercom Systems, Alarm Systems, and Carpark Systems.
·      Understanding of maintenance service contract & operations and SLA management.

Skills
·      Strong leadership and team management skills.
·      Good problem-solving and decision-making ability.
·      Excellent communication and interpersonal skills.
·      Good planning and organizational skills.
·      Ability to handle customer escalations and high-pressure situations.

Other Requirements
·      Proficient in Microsoft Office applications.
·      Ability to prepare reports and documentation.
·      Customer-oriented mindset with strong service commitment.

Locations: Paya Lebar OR Greenwich (p/up at Kovan, Serangoon, Woodlands, Tampines)

Greenwich (headcount 45-50)

830am - 6pm (Mon - Fri)

230pm-12mid night shift if required as line is running on 24/7 (not exceeding 5x in a month)

Paya Lebar

830am - 6pm (Mon - Fri)

Responsibilities

•                   Provide leadership, development and coaching of Assistant Managers, Team Leaders, QAs, Trainers and Agents.

•                   Drive Employee Engagement to help our employees feel connected to one another and the company, and care deploy about their work.

•                   Foster a workplace that helps the team thrive.

•                   Actively engage and support the development of your team to ensure better performance and succession planning.

•                   Work with HR and Recruitment drive the recruitment & selection of Assistant Managers, Team Leaders, QAs, Trainers and Agents.

•                   Work with QAs and trainers to carry out regular audits, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.

•                   Contribute to the design and implementation of change requests which impact the contact centre.

•                   Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.

•                   Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.

•                   Identify and instill best practice, processes and systems and drive continuous improvement environment.

•                   Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.

•                   Ensure service targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.

Requirements:

•                   Diploma/ Degree in any field with supervisory experience in contact centre
•                   Prior experience in BPO setting is required

Jessica Nguyen Huynh Thanh Truc

CEI Reg. No. R23113787

EA License No. 99C4599

We regret that only shortlisted candidates will be notified.

Centre Manager

• Salary: $3500 - $4000
• Working hours: Mon, Tue, Fri, Sat n Sun | Off days: Wed-Thu |9am-6pm
• Location: Novena, Bukit Panjang and Tampines

Summary:

we take pride in providing top-notch technology education courses to equip every child with programming knowledge and empower them to create change. If you’re keen to be part of a dynamic team in a fast-growing start-up, join our Operations team to be hands-on from day one and work closely with our founding team. This role will expose you to daily operations of managing an ed-tech start-up and facilitate the smooth delivery of our coding programs to students in local and international schools.

Responsibilities & Duties

• Be a key player in the customer acquisition team to onboard new parents
• Share the vision and recommend suitable coding programs for students
• Support customer success initiatives like special programmes or competitions, or community events like fireside chats for customer engagement
• Maintain customer relationships and build a strong community. Act as parents’ advocate and manage relationships with them
• Plan lead generation events with key partners like Parent Sharings, trial classes and make sure payment for classes are received
• Work with the teaching team to assess the students and follow up with parents for conversion
• Responsible for handling general administrative duties, e.g. sending out onboarding emails, data entry, sorting out data and research
• Ensure that all customer information is properly documented and updated in our CRM system
• Relationship manager for our community, continue to track the progress of students and maintain relationships with parents

Cheong Yeat Long | R25145358

The Supreme HR Advisory Pte Ltd | EA 14C7279

Roles & Responsibilities

Description of Division/Branch

The Ops insights and Analytics team under the Service Management Division (SMD) oversees and leverage data to inform operations policy and optimise operational efficiency. The team seeks to actively sense-make data and deep dive into data to identify trends and issues and recommend actionable insights. 

SMD oversees service coordination and effective implementation of KidSTART programmes nationwide.  We also oversee the service management of Hospitals and cross-regional partners/stakeholders. The ops insights and analytics team is a key pillar of SMD.  

Key Responsibilities

• Build and maintain relationships with key stakeholders across divisions and within SMD to understand business requirements and ensure the data environment serves SMD’s needs effectively e.g. via the data architecture, quality, designing the correct process or system set up to enable automated data collection and subsequent ease of retrieval and analysis.  
• Sense-make, deep-dive, coordinate, collect and manage operational data with KSL divisions and teams, ensuring data is consolidated, structured, and ready for analysis and reporting. 
• Analyse operational datasets and prepare insights reports to strengthen programme implementation.
• Design, develop and maintain operational performance monitoring tools to empower and facilitate SMD business units data-related work, including building dashboards to track key indicators such as service delivery trends, case management and manpower and resource utilisation.
• Maintain data governance practices for programme operations, including adherence to data standards, and supporting appropriate data access and usage in compliance with organisational and regulatory requirements.
• Ensure proper documentation of processes, reports verification, administration of SSNet Accounts, etc.
• Support the administration and tracking of division’s budget and operational planning to ensure effective and sustainable programme delivery.

Competencies

• Strong proficiency in data and analytics tools such as Excel, Power BI (preferred) and Tableau with experience in data manipulation, visualisation, applied statistical analysis. Familiarity with predictive or trend modelling will be an advantage.
• Minimum 3-5years’ experience working with data, operations or programme analytics. Experience in the social service, non‑profit, public or community-sector is an advantage but not a pre-requisite.
• Good working knowledge of data governance practices, including data quality framework, metadata management, governance standards and role-based access controls.
• Strong planning and problem-solving skills; demonstrates initiative and innovation in developing and improving operational or data-driven solutions.
• Meticulous and organised, with strong administrative, facilitation, communication and knowledge management skills, and the ability to translate data into clear and actionable insights for diverse stakeholders.
• Able to adapt to a fast‑paced, continuously evolving environment, and is confident navigating ambiguity when priorities or requirements shift
• Confident and collaborative team-player with strong interpersonal skills and ability to partner across different divisions.
• Familiarity with systems thinking, process automation tools (e.g. Robotic Process Automation), track record with applying AI tools effectively in service delivery, will be an advantage.

Centre Manager (Enrichment Centre)

Working Days:

• Mon-Fri: 2pm-8 PM (2 days off day)
• Sat & Sun: 9am-5pm
• Work Location: Marine Parade
• Salary: $3,000 – $4,000 + Performance Incentives + Annual Profit Share + Performance-Based Equity (Incentives gross up to $6000
• Reporting to: Director / Head of Academics
  8 years of post-qualification relevant working experience
• At least 3 years in a Centre Manager or similar role
• Experience working in an enrichment centre in Singapore

Benefits

• Performance incentives
• Annual profit share
• Performance-based equity

Interested applicants can also send your resume to (Liwenpoh741#gmail.com) and allow our consultant to match you with our clients. No Charges will be incurred by Candidates for any service rendered.

WA ME 9735 4019 for more Centre Manager role

Key Responsibilities

• Promote centre programmes, courses, and ongoing promotions to customers
• Follow up with leads and existing clients to arrange trial lessons
• Conduct programme presentations and convert enquiries into enrolments
• Lead roadshow activities to generate leads and trial sign-ups
• Track and follow up on renewal cases
• Oversee daily centre operations, including scheduling, teachers, trainers, and centre activities
• Support sales target achievement and weekly lead generation targets set by management

POH LI WEN REG NO: R25136683

THE SUPREMEHR ADVISORY PTE LTD EA NO: 14C7279

The moment a guest makes an enquiry to the Call Centre, they will be in for a surprise. As a Call Centre Manager, you’ll deliver exceptional service to guests through excellent telephone service and answering their enquiries that exceeds their expectations as well as handling their Rooms Reservations. You’ll also create the warm atmosphere that makes our guests feel at home in any location.

A little taste of your day-to-day

Every day is different, but you’ll mostly be:

• Work together with the Front Office Manager to manage, train and make improvements to the overall guest experience.

• Be pro-active in day to day operations for Call Centre

• Ensuring emails are responded in a timely manner

• Agree on and implement actions to make improvements to both internal and external customer service.

• Maximize sales and revenue for the hotel by maintaining a sales attitude at all times.

• Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the related department.

• Follow-up with guests to ensure satisfaction with problem resolution (service recovery).

• Maintain guest history records to assist with returning guests.

• Make sure all guest requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.

• Be available to assist on duty in the hotels during any busy days or special events.

• Be proactive towards guests, assist them with any reasonable requests, and train all team members to anticipate guests’ needs.

• Handle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary.

• Effectively manage all hotel communications, telephone, fax, mail, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel.

• Handle and deliver all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner.

• Ensure that we provide on time wake-up call services for hotel guests.

• Familiar with hotel operating system especially Opera PMS, HotSOS, PABX, table management system and Micros system.

• Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.

• Be up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.

• Record all equipment and be familiar with the system and functions.

• Describe, assign and delegate duties and authorities for the operation of the department at all times.

• Plan and coordinate with the team, ensure adequate resources are available.

• Coordinate with relevant departments to ensure request is followed-up and ensures follow-up procedures are maintained.

• Communicate effectively with the F&B and Culinary teams to ensure in-room dining quality is as per hotel standard.

• Be completely familiar with all emergency procedures and the fire system, ensuring that all Communications team members are familiar with the procedures too.

• Ensure handovers information to the next shift.

• Maintain in-depth technical knowledge and skills required for the job.

• Maintain guest histories to assist with returning guests.

• Attend and participate in regular operational and hotel meetings.

• Carry out any other reasonable duties and responsibilities as requested by the Front Office Manager.

• Understand the goals of the hotel and the department’s role in achieving them, communicating the goals to the team.

• Understand departmental objectives for self and team, and work together to achieve the goal accordingly.

• Keep the team up to date about departmental, hotel and company activities through regular communication meetings and memos including special events and promotions in the restaurants and bars.

• Be aware of potential highs and lows in the business.

• Complete regular financial and operating reports, as required or requested by the Front Office Manager.

• Follow company control procedures, controlling costs without compromising standards.

• Keep self-up to date and Introduce appropriate product knowledge courses to the team.

• Understand relevant Health & Safety legislations and their implications on the department’s operation.

• Communicate to the team their responsibilities within Health & Safety, ensuring that safe and healthy working practices are implemented at all times.

• Maintain personal presentation to hotel and comply with IHG standards.

• Ensure that all reporting and servicing deadlines are met on a timely basis.

• Adhere to the hotel’s security and emergency policies and procedures

What we need from you

• A minimum qualification of O levels of equivalent

• At least 3 years of experience in the a supervisory level, including management experience 

• Strong sense of responsibility and self-motivation.

• Patient and responsible to solve all problems.

• Able to work under great physical and mental pressure.

• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve personal performance.

• Maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.

• Must speak fluent English. Other languages will be an added advantage

What you can expect from us

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business. 

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives. 

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. 

So, join us and you’ll become part of our ever-growing global family.

Job Details:

• Role: Salesforce Service Manager
• Total Experience: 10+ Years
• Relevant Experience: 10+ Years
• BGV/Compliance: EP / Citizen / PR
• Location: Singapore On Site
• Work Mode: 5 days' Work from Office
• Budget: (Open to Market )

KeyResponsibilities

1.Technical Service Ownership

·      Own end-to-end SalesforceService Cloud platform for customer service operations

·      Ensure high availability,performance, and scalability for high-volume telco workloads

·      Lead incident, problem, andchange management with root cause analysis (RCA)

·      Define and enforce SLA/SLO/SLImetrics

2.Solution Architecture & Design

·      Define and govern Salesforcearchitecture aligned with enterprise standards

·      Design scalable solutions for:

·      Case management &omnichannel routing

·      Complaint & escalationhandling

·      Service request lifecycle

·      Review and approve solutiondesign, technical specifications, and code quality

·      Ensure best practices in datamodel design, security, and performance optimization

3.Integration with Telco Ecosystem (BSS/OSS)

·      Lead integration betweenSalesforce and telco systems:

·      Billing & chargingplatforms

·      Order Management Systems (OMS)

·      CRM/CDP systems

·      Network provisioning &assurance systems

·      Define integration patterns:

·      Real-time APIs (REST/SOAP)

·      Event-driven architecture(streaming, queues)

·      Batch/data synchronization

·      Ensure data consistency,latency optimization, and fault tolerance
DevOps& Release Management

·      Establish and manage CI/CDpipelines for Salesforce deployments

·      Oversee version control,environment strategy, and release governance

·      Ensure automated testing, codereview, and deployment quality

Drive adoption of DevOps best practices

About the Role

We are looking for a dynamic and results-driven Customer Experience Operations Manager to lead our front-line service operations. In this role, you will be responsible for transforming the customer journey—from inquiry to fulfillment—by championing process efficiency, team performance, and cross-functional collaboration. This position is ideal for a leader who thrives in fast-paced environments and has a strong operational mindset paired with customer-centric thinking.

Your Key Responsibilities

Team Leadership & Development

• Inspire, coach, and lead a team of customer service professionals, cultivating a high-performance, accountable, and service-focused culture.
• Define KPIs and success metrics to drive individual and team performance.
• Conduct regular training, feedback sessions, and career development initiatives.

Customer Operations & Fulfillment

• Own the end-to-end service delivery process—including order processing, delivery coordination, and issue resolution.
• Ensure a frictionless customer experience by proactively managing order timelines, service levels, and communications.
• Act as the primary escalation point for critical customer matters, ensuring swift and satisfactory resolutions.

Operational Excellence & Planning

• Work closely with supply chain and procurement teams to ensure forecast accuracy and product availability.
• Oversee demand planning processes to support operational efficiency and avoid service disruptions.
• Monitor key performance indicators (KPIs), analyze service gaps, and propose data-driven improvements.

Stakeholder Collaboration

• Partner with Sales, Warehouse, and Logistics to ensure order accuracy, fulfillment speed, and customer satisfaction.
• Support business growth by strengthening customer retention and identifying opportunities for account expansion.

Continuous Improvement

• Lead initiatives that streamline operations, reduce manual effort, and enhance overall customer experience.
• Recommend improvements to systems, SOPs, and tools that enable scalability and responsiveness.

Who You Are

• Education: Degree in Business, Supply Chain, Operations, or a related discipline. Diploma holders with strong leadership experience are welcome.
• Experience: 5+ years in customer operations, order fulfillment, or sales support, with at least 2 years in a leadership capacity.
• Leadership: Proven ability to manage, motivate, and develop a service team in a performance-driven environment.
• Customer-Focused: Strong empathy, communication, and relationship management skills—able to balance service with business needs.
• Analytical & Process-Oriented: Comfortable with data, reporting, and workflow optimization.
• Tech-Savvy: Proficient in Microsoft Office (especially Excel), ERP systems, and CRM/order management tools.
• Driven & Agile: Thrives in dynamic settings, embraces challenges, and leads change with confidence.

Why Join Us?

• Make a measurable impact on customer experience and operational excellence.
• Lead a passionate, committed team in a fast-moving business environment.
• Grow your career in a company that values innovation, collaboration, and continuous improvement.

Please be notified that only shortlisted candidates will be notified！

Summary

• Lead and grow the regional aftermarket/service business, with a strong focus on customer satisfaction, service profitability and long-term service strategy.
• Drive service operations excellence through standardized processes, clear KPIs and disciplined performance reporting (e.g., response time, first-time fix, cycletime, utilization and warranty).
• Build and develop a high-performing field service organization through recruitment, coaching, training and capability planning.
• Strengthen key-account engagement and cross-functional collaboration(sales, supply chain, engineering and HQ) to improve service delivery, parts availability and product support.

Main tasks & key responsibilities

·       Define and execute the service strategy and annual operating plan for the countries in scope, aligned with regional business objectives.

·       Implement and maintain standard service processes (work order management, scheduling, escalation, warranty handling) and drive continuous improvement in safety, quality and efficiency.

·       Establish a clear KPI governance rhythm (weekly/monthly) and provide performance reporting on utilization, cycle time, on-time completion, first-time fix, warranty cost and customer feedback/VOC.

·       Own customer satisfaction improvements: increase proactive customer touchpoints, run customer care programs, and translate VOC outcomes into action plans.

·       Partner with sales on key accounts and major opportunities: provide pre-sales technical input, develop service proposals/quotations and support contract execution.

·       Develop the regional service network (in-house and partners) to improve response time and coverage; qualify and manage service providers/contractors where required.

·       Lead the spare parts operation for the service centre (inventory accuracy, fill rate, on-time delivery, excess/obsolete management) and coordinate with supply chain to improve parts availability.

·       Coordinate product support with engineering/HQ (technical hotline/escalations, product improvements, documentation and new product launches) and ensure lessons learned are closed-looped.

·       Plan and deliver technical and operational training for customers, partners and internal teams to improve safe operation and reduce repeat failures.

·       Recruit, coach and performance-manage the service team; build succession and capability plans, and ensure compliance with all HSE requirements across customer sites.

Qualifications
·       MBA (Master degree)

·       Bachelor degree – Engineering (or equivalent technical/engineering background)

·       Senior leadership experience in aftermarket/service organizations, including service operations and service business growth

·       Experience working in multicultural, international matrix environments

·       Experience supporting key accounts and major projects; contract and commercial negotiation exposure

·       Service manager will face to Chinese, Singaporean, European customers/shipowner/crane manufacturer, knowledge of Mandarin/English dialects is essential.

Mobility requirements
·       Frequent international travel is required.

• Basic + Bonus allowance

• Position allowance

Responsibilities:

• Oversee the service team’s daily operations.

• Provide guidance, coaching, mentoring, and motivating the team members.

• Supervise and manage service recovery process to drive customer satisfaction level.

• Actively lead and participate in process and system improvements, identify areas for continual improvement and business process re-engineering.

• Evaluate and monitor of contractors’ performance and KPIs.

• Provide service support and propose recommendations and resolve product quality issues for overseas distributors.

• Setting and monitoring of KPIs, budget and cost control.

• Generation of reports.

Requirements:

• Degree in Engineering or related discipline.

• Min 5 years of experience in after sales management industry.

• Supervisory experience.

• Strong knowledge in Home Appliances and Audio-Visual products.

• Sound knowledge in vendor management and call centre operations.

• Proficient in MS Office applications.

• Customer Service oriented.

• Good interpersonal, negotiation, presentation, and communication skills.

• Strong analytical skills – able to demonstrate logical thought process, meeting customer demands, and expectations.

• Strong in project management.

• Able to travel as and when required.
  

  HOW TO APPLY:

  Interested applicants, kindly send your resume in MS WORD format to ref77@trustrecruit.com.sg or please click on “Apply Now” and provide the below details in your resume.

  We regret only shortlisted candidates will be notified.

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