Job Description

Summary:

The Customer Operations Lead is accountable for coordinating COEX’s customer service operations and strengthening the performance of its outsourced contact centre. The role oversees service performance, coordinates escalated issues and complaints, identifies improvement opportunities, and brings internal and external stakeholders together to deliver timely, consistent and high-quality customer outcomes.

Working closely with COEX’s contact centre provider and operational teams, the role establishes clear service expectations, ownership boundaries and escalation pathways across customer-facing operations.

The role connects customer service operations with the broader business, translating customer feedback, operational trends and performance data into clearer communications, practical process improvements and enhancements to the Containers for Change scheme.

Responsibilities:

• Coordinate customer service operations to deliver consistent, high-quality customer outcomes.
• Own complex customer issues and escalations, coordinating timely and effective resolutions.
• Drive contact centre performance through clear expectations, quality oversight and strong partnerships.
• Turn customer insights into improvements, using feedback and performance trends to improve service delivery.
• Build strong cross-functional relationships to resolve issues and improve the customer journey.
• Support service excellence and compliance through clear communications, accurate knowledge content and proactive risk management.

Qualifications:

• Experience in customer operations, service delivery or contact centre environments, including complex customer issues and escalations.
• Strong analytical and problem-solving skills, with the ability to turn customer and operational insights into practical improvements.
• Excellent communication and stakeholder management skills, building trusted relationships across internal teams and external partners.
• Experience with CRM, reporting and customer service tools, ideally including Zendesk, Excel and Power BI.
• A proactive and improvement-focused mindset, with sound judgement and the ability to manage competing priorities in a fast-paced environment.