Customer Service Manager
Job Summary
We are seeking a dynamic Customer Service Manager to lead our Customer Service Specialist (CSS) team and enhance the connection between our retail operations and customers. In this role, you will build a high-performing, customer-first contact centre while leading both local and offshore teams. You will establish best-in-class SOPs and ensure every customer touchpoint reflects the brand's commitment to warmth, care, and efficiency.
Responsibilities
- Manage and coach local and offshore customer service teams.
- Oversee multi-channel customer interactions and escalations.
- Develop SOPs and workflows to improve operational efficiency.
- Collaborate with cross-functional departments to enhance customer journey.
Required Skills
- Bachelor's degree in any discipline.
- 3+ years of leadership experience in service or sales.
- Strong process optimization and team management skills.
- Fluent in English and Mandarin (verbal and written).
Job Details
Responsibilities:
Lead & Empower the Team
- Manage and coach a team of customer service representatives (including offshore agents) to deliver consistent service excellence.
- Foster a supportive, collaborative environment where the team feels motivated to meet and exceed KPIs in response time, resolution rate, satisfaction, and sales conversion.
- Encourage a proactive sales mindset through genuine service interactions that build loyalty and drive growth.
Deliver Outstanding Customer Experiences
- Oversee all customer interactions across channels — online chat, social media, Google Reviews, and emails.
- Handle escalations with empathy and professionalism, turning service challenges into opportunities to win customers back.
- Use customer feedback to improve service quality and retail touchpoints.
Build Structure & Scale
- Develop clear, efficient SOPs and workflows to support our retail and digital operations.
- Introduce data-driven improvements that enhance speed, consistency, and service quality.
- Standardize communication frameworks so every customer, regardless of channel, experiences the same reliability and care.
Collaborate Across the Business
- Work closely with Retail Operations, Marketing, Product, and Logistics teams to ensure a seamless end-to-end customer journey.
- Identify recurring customer or retail pain points and propose practical solutions that improve systems and service delivery.
Requirements:
- Bachelor’s degree in any discipline.
- Minimum 3 years’ experience in customer service or sales leadership, preferably within telecommunications, retail, or e-commerce.
- Proven ability to achieve KPIs and drive revenue growth.
- Strong capabilities in process optimization, team leadership, and workflow management.
- Strong verbal and written communication skills in English, with the ability to communicate in Mandarin with Mandarin-speaking stakeholders.
- Able to lead and collaborate effectively with a remote team of up to 30 customer service representatives based outside Singapore.