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Logistics (Customer Service Operations) Director Job Opening In Singapore, Singapore – Now Hiring Gain City Group


Job description

Logistics (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 workforce and a network of stores and service centres island wide, we offer a vibrant and growth-oriented environment where employees are empowered to thrive, take ownership and make a real impact.

About the Role

We are seeking a detail-oriented and customer-centric Logistics (Customer Service Operations) Director to lead our Customer Service Operations division, supporting the operational and commercial needs of the Gain City group of companies.

Beyond overseeing daily service operations and ensuring a positive and unified customer experience across all touchpoints, you will be responsible for delivering operational excellence, seamless service delivery, continuous improvement and leading the adoption of technology to enhance daily operations.

Your leadership will ensure that every customer interaction reflects our commitment to service excellence and reliability.

Key Responsibilities

Oversee daily operations of the customer service teams to ensure timely and appropriate responses to customer enquiries and feedback

Lead the resolution of high-impact escalations and service disruptions, ensuring clear communication and effective recovery plans

Lead, coach and develop high-performing teams of managers and frontline agents to drive engagement and continuous performance improvement

Develop and implement customer service frameworks, standards and procedures that support long-term business goals and enhance customer satisfaction

Explore, evaluate and adopt customer support tools and platforms to automate processes and improve service capabilities

Set and monitor KPIs such as response time, resolution rate, CSAT and first-contact resolution, and identify areas for improvement

Produce comprehensive reports and actionable insights on customer trends, pain points and service metrics to support strategic decision-making

Ensure full compliance with government regulations and internal SOPs

Qualifications and Requirements

A minimum of a bachelor’s degree in business administration, communications, operations management or a related discipline

A minimum of 5 years of experience in customer service operations, with a minimum of 2 years in a leadership role

Experience in managing customer service teams at scale and in hybrid environments

Proficient in customer support tools and platforms

Strong analytical and problem-solving skills

Experience in service industries such as retail or e-commerce is a plus

Able to commit to working on alternate Saturdays

What We Offer

At Gain City, we are committed to the growth and development of our employees.

You will be offered various learning and development opportunities and a collaborative, forward-thinking and growth-focused work environment to thrive in your career.

You will also receive a comprehensive benefits package.

Join Our Team

If you are passionate about leading high-performing service teams and driven to shape exceptional customer experiences at scale, apply now to be a part of our growing team!

Note

Position may be adjusted to Senior Manager based on experience

Only shortlisted candidates will be notified

Be careful - Don’t provide your

Required Skill Profession

Management & Operations


  • Job Details

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Unlock Your Logistics Customer Potential: Insight & Career Growth Guide


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Are You Looking for Logistics (Customer Service Operations) Director Job?

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The Work Culture

An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Gain City Group adheres to the cultural norms as outlined by Expertini.

The fundamental ethical values are:

1. Independence

2. Loyalty

3. Impartiapty

4. Integrity

5. Accountabipty

6. Respect for human rights

7. Obeying Singapore laws and regulations

What Is the Average Salary Range for Logistics (Customer Service Operations) Director Positions?

The average salary range for a varies, but the pay scale is rated "Standard" in Singapore. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

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Key qualifications for Logistics (Customer Service Operations) Director typically include Management & Operations and a list of qualifications and expertise as mentioned in the job specification. The generic skills are mostly outlined by the . Be sure to check the specific job listing for detailed requirements and qualifications.

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Interview Tips for Logistics (Customer Service Operations) Director Job Success

Gain City Group interview tips for Logistics (Customer Service Operations) Director

Here are some tips to help you prepare for and ace your Logistics (Customer Service Operations) Director job interview:

Before the Interview:

Research: Learn about the Gain City Group's mission, values, products, and the specific job requirements and get further information about

Other Openings

Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.

Dress Professionally: Choose attire appropriate for the company culture.

Prepare Questions: Show your interest by having thoughtful questions for the interviewer.

Plan Your Commute: Allow ample time to arrive on time and avoid feeling rushed.

During the Interview:

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Answer Thoughtfully: Listen carefully, take a moment to formulate clear and concise responses. Highlight relevant skills and experiences using the STAR method.

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Follow Up: Send a thank-you email to the interviewer within 24 hours.

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Turn Off Phone: Avoid distractions during the interview.

Final Thought:

To prepare for your Logistics (Customer Service Operations) Director interview at Gain City Group, research the company, understand the job requirements, and practice common interview questions.

Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Gain City Group's products or services and be prepared to discuss how you can contribute to their success.

By following these tips, you can increase your chances of making a positive impression and landing the job!

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