Kerja Sepenuh Masa, Senior Specialist, Customer Service di Secretlab SG Pte Ltd - Maukerja

Responsibilities

Own and improve CS operational performance

• Performance Monitoring: Track and analyze key CS metrics to detect emerging trends and performance risks early.
• Incident Recovery: Act as a first responder when performance drops—leading immediate operational recovery, diagnosing root causes through data and interaction reviews, and driving long-term fixes.
• Operational Reporting: Deliver clear, actionable updates on performance shifts, root causes, ongoing mitigation, and post-incident resolution.

Lead operational improvement projects

• Process & Journey Optimization: Lead end-to-end improvement projects to eliminate root causes of recurring enquiries, reduce customer effort, and fix key friction points
• Cross-Functional Root-Cause Fixes: Partner with upstream teams (Logistics, Tech, Finance, Product) to address issues at their source
• Impact & Outcome Ownership: Define project scope, business cases, implementation plans, and KPIs. Remain accountable post-launch to evaluate, refine, or scale solutions based on measured results.

Improve CS systems, automation and AI

• System & Workflow Enhancement: Optimize CS platform configurations
• Requirements & Tech Collaboration: Translate operational needs into clear business requirements, workflow logic, and acceptance criteria for Tech, Data, and external vendors.
• Automation & AI Strategy: Evaluate and deploy AI and automation (self-service, agent assistance, QA) with proper safeguards and quality controls to reduce manual effort while preserving CX.

Support BPO and workforce operations

• BPO Governance: Support manpower planning, service level management, and performance diagnostics across internal and BPO partner teams.
• Vendor Operations & Transitions: Help establish operational standards, workflows, and escalation paths for BPO partners, leading assigned workstreams during BPO onboarding, migrations, or vendor changes without customer disruption.

Drive cross-functional execution

• Stakeholder Alignment: Align cross-functional partners around clear problem statements, trade-offs, and proposed solutions.
• Blocker Resolution: Proactively resolve working-level blockers and escalate critical decisions with clear trade-off analyses and recommendations.

Requirements

• At least four years of relevant experience in Customer Operations, Customer Experience Operations, Business Operations, Process Improvement, Programme Management, Product Operations or a related field.
• Proven track record of taking operational improvements from diagnosis through to measurable results. High accountability—raising blockers or sending emails isn't considered "job done
• Strong systems thinking, with the ability to map how CX, policies, workflows, tech, staffing, and upstream operations interconnect.
• Able to analyse operational data, identify trends and root causes, estimate impact and define meaningful measures of success.
• Strong proficiency in Excel/Google Sheets. Experience with SQL, BI tools, or dashboards is a strong advantage
• Able to translate operational challenges into clear process designs, business requirements, and system logic
• Comfortable collaborating with tech teams on integrations, data fields, system limitations, and testing
• Strong execution skills spanning planning, dependency mapping, testing, rollout, and post-launch stabilization.
• Strong written communication skills with a proven ability to influence cross-functional stakeholders
• Sound judgment in balancing customer experience, operational cost, fraud risk and business requirements.

Bonuses

• Experience in e-commerce, retail, marketplaces, consumer products or another business involving physical orders, fulfilment, returns and warranties.
• Experience with BPO operations, contact-centre workforce planning, vendor transitions or multi-site service operations.