Assistant Manager, Customer Care

Kallang Alive Sport Management Co; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading sports management company in Singapore is seeking an Assistant Customer Care Manager to oversee the daily operations of the customer care team. The successful candidate will enhance customer service quality, support team performance, and manage various customer interactions. Candidates with at least 3 years in customer service management and strong leadership skills are encouraged to apply. This dynamic role requires adaptability and commitment to service excellence.

Qualifications

• Minimum 3 years of experience in customer service management.
• Strong leadership skills to motivate and manage a team.
• Excellent communication skills to engage effectively.

Responsibilities

• Manage the deployment of customer care representatives.
• Provide leadership and guidance to the customer care team.
• Monitor team performance and analyze performance metrics.

Skills

Leadership

Communication

Problem-solving

Time management

Teamwork

Adaptability

Education

Diploma/ Bachelor’s degree in any field

Tools

Microsoft Office

Freshdesk

PowerBI

Job description

Overview

Are you an experienced leader with a passion for leading and motivating teams? Do you thrive in a fast-paced work environment and enjoy identifying areas of improvement? We are seeking a highly motivated and experienced Assistant Customer Care Manager to support the day-to-day operations of our customer care team. The successful candidate will work closely with the Customer Care Manager to ensure exceptional customer service, achieve departmental goals and manage a team of customer care representatives.

Responsibilities

• Manage the deployment of customer care representatives according to varying venue operating hours and event requirements, ensuring optimal resource utilisation and execution of customer service operations
• Provide leadership and guidance to the customer care team, fostering a positive and collaborative work environment
• Lead the recruitment, training and onboarding processes for new customer care members
• Lead multichannel support by ensuring timely, professional responses across all touchpoints, including email, phone, social media and live chat
• Play a key role in monitoring team performance and analysing performance metrics to drive continuous improvement
• Conduct regular audits to evaluate the quality of our customer interactions and identify areas for improvement
• Analyse customer feedback and data to identify trends, develop action plans to address issues and opportunities for innovation
• Compile and deliver insightful reports and presentations on team performance, initiatives and outcomes to key stakeholders
• Contribute to the development and implementation of policies and procedures that align with the company’s objectives, ensuring consistency in excellence in service delivery
• Collaborate cross-functionally to implement process improvements and initiatives that enhance overall customer experience
• Design and deliver training programmes to equip our customer care team with the skills and knowledge required to deliver exceptional service
• Ensure timely and effective resolution of customer feedback and enquiries, demonstrating a commitment to exceptional service
• Act as the escalation point for complex or high-priority customer issues, ensuring timely and effective resolution
• Develop and implement strategies to enhance our customer care operations, ensuring efficiency and effectiveness
• Implement structured post-event feedback loops and follow-ups to ensure issues are addressed, patterns are tracked, and continuous improvement is driven
• Stay informed about industry trends and best practices to ensure our customer care practices remain cutting-edge
• Infuse hospitality best practices into frontline scripts, escalation protocols, and customer interactions — whether serving a VIP customer or a general admission ticket-holder
• Develop training that reflects service excellence rooted in hospitality, empathy, and professionalism. Tailor materials for VIP services, event-day customer services, and customer care centre staff
• Champion a customer-first mindset across all frontline and backstage teams, driving pride and accountability in how we serve every person who walks through our doors
• Support and execute ad-hoc duties and projects as assigned or required

Qualifications

• Required
• Diploma/ Bachelor’s degree in any field or equivalent
• Minimum 3 years of experience in customer service management, preferably in a fast-paced, high-volume environment
• Must be willing to perform shift duties including weekends and Public Holidays when required
• Strong leadership skills with the ability to motivate and manage a team
• Excellent communication skills, both written and verbal, to communicate effectively with customers and all levels of the organisation
• Strong problem-solving skills to analyse complex data and identify areas of improvement
• Proficient in Microsoft Office and customer service software applications (e.g. Freshdesk, PowerBI)
• Ability to work in a fast-paced, deadline-driven environment with a high accuracy and attention to detail
• Excellent problem solving, critical thinking and time management skills
• Ability to work well in a team or independently
• Adaptable to changes in a highly dynamic work environment
• Proactive, self-motivated and keen learner

Additional Information

The level of appointment will depend on the qualifications and experience of the candidate. For more information on Kallang Alive Sport Management, refer to www.sportshub.com.sg