Position Description

Strategic Service Quality Manager
Job Code 21272
Division GMP TECHNOLOGIES (S) PTE LTD (EA Licence:11C3793)
Job Placement Location Singapore
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Our client, a leading property development professional in the Asia Pacific region, is currently seeking a suitably qualified candidate to join them as "Service Quality Manager”.

This role will primarily be tasked with the following responsibilities :

  • Conceptualize a holistic customer experience strategy; and to supervise and ensure a smooth operational delivery of the strategy
  • Oversee and ensure the quality of the overall customer service experience including but not limited to the quality of the frontline customer service and call centre teams
  • Develop and implement processes to improve customer service quality results by studying, evaluating and re-designing processes and establishing and communicating service metrics and monitoring and analysing results.
  • Improve customer service requirements by maintaining contact with customers
  • Conduct surveys and form focus groups, where needed
  • Provide, complete and review action plans
  • Assist to resolve municipal issues and disseminate advisories and warnings
  • Ensure high standard of service delivery by frontline service staff and call centre by providing problem-solving resources and advice
  • Establish customer service standards and enhance customer experience
  • Identify customer service trends and determine/propose policies/processes to improve the customer service standard and experience
  • Communicate job expectations to other employees
  • Identify and analyse municipal issues
  • Co-assist in developing and execution of Ad-hoc projects.


  • Diploma/Degree Holder with ideally 5 years or more of working experience in related field
  • Minimum 5 years of experience working with corporate learning and development
  • Good analytical, organizational and interpersonal skills
  • Ability to monitor and evaluate performance through case checking and to support improvement
  • Able to work independently and an effective multi-tasker
  • Excellent oral and written communication skills


To apply, please visit : www.gmprecruit.com and search for Job Reference: 21272. Alternatively, you may do a “Quick Apply”.

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd   |   EA Licence: 11C3793   | EA Personnel:  Eileen K |   Registration No: R1109055


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