• Lead the CES Department in Singapore with support from the Consumer Services Manager and CES Team.
• Manage consumer complaints, queries, feedback, and compliments across channels (calls, emails, websites, social media) with support from TDCX (contact centre) and external partners.
• Oversee product complaint handling, including exchanges via courier, consumer communication, and issue resolution within the defined Turn-Around-Time (TAT).
• Ensure compliance with CSI standards for consumer complaint handling.
• Support and manage consumer or authority visits related to product issues at Singapore office.
• Conduct weekly and monthly reviews with TDCX to monitor case performance and service quality.
• Participate in MY CES team check-ins to align on key issues and share updates.
• Collaborate with the Digital team on social listening and trends monitoring.
• Launch initiatives to increase the memberships and strengthen consumer loyalty.
• Evaluate contact center performance through calibrations, mystery calls, and quality checks.
• Ensure accurate case data entry in ENGAGE system by outsourced teams.
• Manage escalated inquiries requiring input from Business Units, Nutrition, Regulatory, or Corporate Affairs.
• Handle spikes in complaints or product-related crisis events.

• Analyze and present Voice of Consumer insights and emerging trends to stakeholders.
• Submit monthly CES reports and ad-hoc updates to relevant business units.
• Prepare annual MRQ (Market Review of Quality) analysis on complaint trends.

Requirement

• Minimum degree holder preferably in nutrition, Food Science or equivalent.
• At least 2-3 years working experience in managing consumer communication or consumer services

Interested applicants, please Whatsapp your updated resume to +6596476119.Shortlisted applicants will be notified.
Snow Hnin Witt Yee(R1983134)
Manpower Staffing Services (S) Pte Ltd
EA License No: 02C3423