Customer Service jobs in Singapore

The Singapore Sports Hub is seeking an experienced and forward-thinking Head of Customer Experience to lead the transformation of the customer experience in line with a refreshed brand promise. The role will be pivotal in shaping a seamless, customer-centric experience across all touchpoints championing an omni-channel brand experience by integrating advanced technologies such as CRM platforms, customer service tools, telephony systems, and data analytics with necessary service culture and training to propel the venue experience to a global stage.

The Head of Customer Experience will drive the creation and delivery of a customer service-oriented Customer 360 data platform, ensuring that all customer interactions, from inquiries to post-event feedback, are tracked, analysed, and used to create personalized, data-driven service experiences. This role will utilize systems like Salesforce Service Cloud, Zendesk, ServiceNow, Microsoft Dynamics, Twilio, Amazon Connect, and Cisco to enhance the customer journey, ensure service excellence, and support strategic initiatives for brand alignment.

1. Customer Experience Strategy & Brand Alignment:
   1. Deliver on the Brand Promise: Lead the development and execution of a customer experience strategy that aligns with the refreshed brand identity of the Singapore Sports Hub. The strategy should ensure a consistent, seamless experience across all touchpoints—whether online, in-person, or via telephony systems—reflecting the Hub’s commitment to excellence, innovation, and customer-centricity.
   2. Customer Journey Mapping: Use tools like Smaply, Lucidchart, and Qualtrics to map the entire customer journey, identifying key touchpoints across digital, physical, and voice channels. Create strategies to optimize each touchpoint and remove friction, ensuring a personalized experience that supports the new brand promise.
2. Integration of Customer Service and Telephony Systems:
   1. Omnichannel Service Management: Oversee the integration of telephony systems (such as Twilio, Amazon Connect, and Cisco) with CRM platforms like Salesforce Service Cloud and Zendesk. Ensure that customer service agents have a unified view of customer data from all communication channels, enabling them to provide faster, more personalized service.
   2. Telephony System Optimization: Leverage advanced telephony solutions (e.g., Twilio, Amazon Connect, Cisco) to enhance customer service capabilities. Implement features like intelligent call routing, automated responses, and AI-driven support to create seamless interactions across voice and digital channels. Ensure these systems are integrated with the Customer 360 platform for real-time access to comprehensive customer profiles and histories.
   3. Customer 360 Data Platform: Lead the creation and implementation of a Customer 360 data platform that aggregates all customer touchpoints—whether they interact via the website, mobile app, in-person, or via phone. This platform will provide service teams with a complete view of each customer, enabling more personalized and efficient service delivery.
3. CRM and Service Management Tools:
   1. CRM Integration and Utilization: Ensure that Salesforce Service Cloud, Microsoft Dynamics, Zendesk, and other CRM tools are fully integrated with telephony systems and other service platforms. This integration will ensure that customer interactions are tracked across all channels and that service teams can provide a personalized, efficient experience based on complete customer histories.
   2. Customer Interaction Tracking: Utilize CRM and telephony systems to track customer interactions across multiple touchpoints, ensuring that no customer inquiry goes unanswered, and all touchpoints contribute to a seamless customer journey. Develop strategies to optimize response times, issue resolution, and customer engagement.
4. Customer Satisfaction & Feedback Management:
   1. Customer Feedback Systems: Deploy and manage tools like CSAT (Customer Satisfaction Score), NPS (Net Promoter Score) etc. across all touchpoints to gauge the quality of customer service and gather actionable feedback. Use platforms such as Qualtrics, Medallia etc. to capture and analyze feedback from every interaction—whether online, in-person, or over the phone.
   2. Real-Time Feedback Integration: Integrate feedback systems with telephony platforms (Twilio, Amazon Connect, Cisco) to capture real-time feedback after phone calls or interactions. Use this data to continuously improve service quality and identify areas for training or process improvement.
5. Data-Driven Insights & Continuous Improvement:
   1. CX Data Analysis: Leverage data from CRM systems, telephony platforms, and customer satisfaction tools to track and analyze customer behaviour or service trends, and satisfaction levels. Use these insights to inform decision-making and drive continuous improvement in service quality.
   2. CX Reporting and Dashboards: Develop and maintain dashboards and reports that track key customer experience metrics, such as CSAT, NPS, and call handling times. Utilize these reports to identify trends, monitor performance, and drive data-driven decisions. Ensure that all systems (CRM, telephony, and satisfaction tools) are aligned and contributing to a unified data set.
6. Service Culture & Team Development:
   1. Build a Customer-First Culture: Foster a service culture that reflects the refreshed brand promise. Provide leadership and training to ensure all customer-facing employees—across digital, in-person, and telephonic channels—are aligned with the customer experience vision and equipped to deliver exceptional service.
   2. Training and Coaching: Design training programs that empower staff to make the most of Customer experience platforms like Salesforce, Zendesk, and Twilio, as well as key service principles such as active listening, problem-solving, and empathy. Use feedback from CSAT and NPS to continuously enhance training programs and drive service excellence.
7. Collaboration with Marketing and Operational Teams:
   1. Align CX with Marketing Goals: Work closely with marketing and branding teams to ensure that customer experience initiatives align with the Hub's brand strategy and customer engagement goals. Ensure that the Customer 360 data platform informs marketing campaigns, loyalty programs, and customer engagement efforts.
   2. Cross-Functional Collaboration: Collaborate with other departments, including IT, events, and operations, to ensure a seamless integration of customer service systems with the broader organizational objectives. Ensure that customer experience strategies are consistently applied across all touchpoints.

1. Education & Experience:
   1. Minimum of 8-10 years of experience in customer experience leadership, with at least 5 years managing large, multi-channel customer service operations and experience in service culture and excellence playbooks and delivery.
   2. Strong expertise in integrating CRM platforms (e.g., Salesforce Service Cloud, Microsoft Dynamics) with telephony systems (e.g., Twilio, Amazon Connect, Cisco) and customer service management tools (Zendesk, ServiceNow etc.).
   3. Proven experience building and implementing Customer 360 data platforms that integrate customer touchpoints across digital, voice, and in-person channels.
   4. A degree in Business, Marketing, Hospitality, Sports Management, or a related field.
2. Skills & Competencies:
   1. Deep understanding of telephony systems (e.g., Twilio, Amazon Connect, Cisco) and their integration with CRM tools and customer service platforms.
   2. Strong analytical and data-driven approach to measuring and improving customer experience through CSAT, NPS, and other satisfaction tools.
   3. Excellent leadership skills, with a focus on creating a customer-first culture, building cross-functional collaboration, and driving operational excellence across multiple channels.
   4. Expertise in customer service management tools, including Salesforce Service Cloud, Zendesk, ServiceNow, and Microsoft Dynamics.
3. Strategic & Operational Expertise:
   1. Experience in building and optimizing omnichannel customer service strategies, integrating digital, mobile, telephony, and in-person touchpoints into a cohesive experience.
   2. Ability to drive process improvements and service quality enhancements using advanced customer service technology.

Information

Only shortlisted candidates will be notified.

The level of appointment will depend on the qualifications and experience of the candidate.

For more information on Kallang Alive Sport Management, refer to this website, www.sportshub.com.sg