Customer Service Executive (Digital Platform)

Job Details:

• Contract Duration: 6 Months

• Location: Ubi

• Working Days & Hours: Mon to Fri, 8.30am to 6pm

Brief Background

We are representing an established organisation within the retail and commercial ecosystem that is undergoing ongoing digital transformation. The Digital Platforms function oversees several customer engagement, loyalty, rewards, and operational platforms, supporting business sustainability through innovation, operational excellence, and enhanced customer experience across multiple touchpoints.

This role is responsible for the end-to-end operations of key digital rewards and engagement programmes. The incumbent will work closely with internal stakeholders across business, technology, and operations to ensure smooth programme execution, optimise customer and partner experiences, and support business growth objectives.

The position sits within a fast-paced and evolving environment, offering exposure to digital platforms, customer experience, and operational transformation initiatives. The ideal candidate is self-driven, detail-oriented, and comfortable working across both business and technical considerations, with strong execution and communication capabilities.

Key Responsibilities

• Oversee and manage end-to-end customer service and operational processes

• Handle and resolve customer issues in a timely, professional, and effective manner

• Collaborate with internal stakeholders (e.g. marketing, business development, partnerships, operations) to align service standards and initiatives

• Review and analyse customer journeys to identify gaps and improvement opportunities

• Prepare presentations, training materials, and conduct briefings or training sessions for operations teams

• Leverage technology and automation to improve operational efficiency and reduce manual processes

• Develop, review, and maintain customer service procedures and policies

• Ensure Standard Operating Procedures (SOPs) remain current and compliant

• Provide administrative and ad-hoc operational support as required

Requirements

• Diploma in Operations or a related discipline, with at least 3–4 years of relevant experience

• Strong working knowledge of Microsoft Word, Excel, and PowerPoint

• Independent, analytical, and solutions-oriented mindset

• Demonstrated ability to drive process improvements and operational enhancements

• Strong interpersonal and communication skills

• Experience managing multiple stakeholders across internal teams, vendors, and customers

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