Customer Experience Team Lead

Lead, mentor, and develop a frontline customer service team supporting customers across Singapore and Sydney. Maintain consistent service standards across both markets while managing daily customer experience operations, including order handling and delivery coordination during high-volume periods.

Resolve complex complaints and escalations quickly and diplomatically to protect customer satisfaction and repeat business. Design service improvement initiatives using customer feedback and team performance data, onboard new hires, and align cross-market teams through shared strategies and best practices.

Support customer engagement through social media channels by responding to inquiries and protecting the brand's online reputation.

Managed customer inquiries, orders, and complaints with an emphasis on fast, courteous, and effective resolution. Coordinated courier bookings to help ensure deliveries arrived on time and as promised.

Collaborated with front-of-house and kitchen teams to provide a seamless customer experience. Earned promotion to Team Lead through strong performance and reliability.

Assisted clients with travel bookings, customer inquiries, and itinerary planning in a fast-paced, customer-facing travel environment.

Supported service delivery by communicating clearly with clients and helping address booking-related needs.

Bachelor of Science in Tourism Management.