Customer Service Manager
Job Summary
We are seeking a proactive, results-driven Customer Service Manager to lead our Customer Service Sales (CSS) team. This role is responsible for delivering exceptional customer experiences while driving sales growth through process optimization and effective team leadership. The ideal candidate will combine a customer-centric approach with a strong commercial mindset to structure workflows and achieve business objectives.
Responsibilities
- Manage customer feedback and resolve complaints across digital platforms
- Lead and mentor CSS team to achieve KPI and sales conversion targets
- Optimize service workflows and operational processes
- Collaborate cross-functionally to improve the end-to-end customer journey
Required Skills
- Bachelor's degree
- 3+ years in CS or sales leadership
- Process optimization and workflow management
- Proficiency in English and Mandarin
- Remote team management experience
Job Details
Responsibilities:
Customer Feedback and Resolution Management
- Monitor and respond promptly and professionally to customer complaints across platforms including Google Reviews, social media, and direct online inquiries.
- Develop and implement strategies to enhance customer satisfaction and proactively address recurring concerns.
- Leverage service recovery and customer interactions as opportunities to strengthen relationships and drive incremental sales.
Team Performance & KPI Achievement
- Lead and inspire the CSS team to deliver on KPIs such as response time, resolution rate, customer satisfaction, and sales conversion.
- Build a sales-driven culture that encourages upselling, cross-selling, and value-added interactions.
- Drive performance through regular reviews, coaching, and continuous skills development.
Process Optimization & Workflow Structuring
- Streamline and enhance sales and customer service processes to drive efficiency, scalability, and operational excellence.
- Leverage data-driven insights to identify gaps, recommend improvements, and implement best practices, while collaborating with cross-functional teams to address root causes and drive continuous improvement.
- Standardize workflows to ensure consistency, reliability, and quality across all digital customer touchpoints including live chat, email, and social platforms.
Project Management & Business Alignment
- Manage CSS-related project requirements and ensure execution aligns with overall company goals.
- Partner cross-functionally with Marketing, Product, Logistic and Operations to optimize the end-to-end customer journey.
- Capture customer pain points and translate them into strategic insights that enable cross-business units to enhance 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 internal stakeholders.
- Able to lead and collaborate effectively with a remote team of up to 30 customer service representatives based outside Singapore.