Customer Service Manager
Job Summary
The Customer Service Manager will oversee daily customer service operations, manage and mentor the CS team, and drive service quality and business growth. The role requires collaborating with internal departments to ensure efficient order fulfilment and building strong customer relationships. Candidates must have at least 5 years of relevant management experience along with strong leadership and communication skills.
Responsibilities
- Manage daily CS operations and team performance
- Develop strategies to improve service quality
- Collaborate with internal departments for order fulfilment
Required Skills
- Min 5 years CS management experience
- Strong leadership and problem-solving skills
- Experience with ERP/NAV systems is an advantage
Job Details
Key Responsibilities:
· Manage daily Customer Service operations to ensure excellent customer experience and timely fulfilment of customer requirements.
· Develop and implement strategies to improve service quality, operational efficiency, and business growth.
· Lead, train, and mentor the Customer Service team to handle orders, enquiries, and customer issues effectively.
· Monitor team performance, drive improvements, and promote a positive team culture.
· Collaborate with Sales and internal departments on order fulfilment, stock availability, pricing, and customer solutions.
· Build strong relationships with customers and business partners.
· Prepare monthly department performance reports and improvement plans.
· Perform other duties as assigned by Management.
Job Requirements:
· Diploma or bachelor’s degree in related field.
· Minimum 5 years of experience in Customer Service Management.
· Strong leadership, problem-solving, and decision-making skills.
· Excellent communication, interpersonal, and stakeholder management skills.
· Able to lead teams, prioritise tasks, and work effectively under pressure.
· Proactive, hands-on, and customer-focused mindset.
· Experience with ERP/NAV systems is an advantage.
Working Hours: 5.5 days (Alternate Saturday) Monday to Friday: 7am to 4pm and Alternate Saturday 7am to 12pm
Attractive Staff Benefits: Performance bonus, medical benefits, and staff purchase, etc