Country : Singapore
  • Full-time

Senior Customer Service Lead

Secretlab was established in 2014 with the mission of creating the ultimate seating experience. We design and produce chairs for comfort over long hours of use in front of the computer. Our award-winning products have consistently achieved near perfect scores from both media and users. Secretlab products are sold directly to the customer, and are currently available in Singapore(where we are headquartered), US, UK, Malaysia, Australia, Canada, and most European & South-east Asia countries. Secretlab was the winner of OCBC’s Emerging Enterprise Award 2017.

At Secretlab we are a team of highly motivated individuals that take great pride in our work. We are looking for driven, versatile, and result-oriented individuals who share our vision. You will be heavily involved in a fast-growing enterprise and be a part of the team that pioneers its rapid expansion. We offer great flexibility and plenty of opportunities for fast track careers to our staff.

Work Environment:

  • Work amongst a group of young, highly motivated and like-minded individuals
  • Non-peak operating hours 11am-8pm
  • Flexible work week & hours
  • Fully stocked pantry, lunch will also be provided


The role

You will be joining our world-class customer support team, and be responsible for the maintaining key relations with and engaging our customers. You will be responsible for enhancing the Secretlab brand’s awareness and brand loyalty, and working with an energetic, highly-motivated team in our brand new head office.


Responsibilities (in order of importance)

  • Spearhead our customer service team, which plays an important role in supporting Secretlab’s vision of providing unparalleled world-class customer service support to both local and overseas customers. You will also be required to liaise with our overseas logistics partners to resolve issues.
  • Provide quality customer service—including interacting with customers, answering large and complex volumes of customer enquiries/issues via email (80%), live-chat and over the phone ensuring customer satisfaction.
  • Establish and develop strategies to tackle new and existing customer-related issues while continuing to improve our standard operating policies and strategic directives.
  • Take charge of daily operations, including staffing and rostering of the customer service team.
  • Take ownership of customers’ inquiries and issues by following through effectively and efficiently to ensure timely resolution.
  • Oversee, review and keep the company’s customer service-related processes, operating procedures and workflow updated with the latest industry developments and trends, and provide your detailed analysis to the Customer Care Manager.
  • Acquire multiple product knowledge to enhance ability to understand customer needs across different products and regions.
  • Documentation and recording of issues, as well as following up and arrangement of post-sales servicing/warranty related issues.
  • Daily ad-hoc tasks. Additional job scopes and responsibilities to be taken on with time, based on strength and performance.


  • This role requires someone who is innately customer-centric, passionate about creating great brand experience & understands how customer engagement is crucial for the brand’s growth and loyalty.
  • Possesses at least a Diploma/Advanced/Higher/Graduate Diploma in any field but with a minimum of 3-5 years of work experience of preferably online customer service sector.
  • Very strong proficiency in written and spoken English with excellent email writing and etiquettes. Good command of spoken Mandarin is a plus.
  • Possess emotional maturity and passion for customer service
  • Must be decisive, action oriented, results focused and able to work independently and able to handle diverse situations.
  • Able to communicate effectively on both technical and non-technical topics to customers and team members.
  • Driven and customer-oriented and able to adapt/respond to different types of characters. You need to be tolerant, exhibit empathy and be patient.


3000 - 4500 SGD

Total applicants :17 Job posted 24 days ago Total Views : 242 Unique Views : 237 Today Views : 14

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