Assistant Manager / Manager, Customer Service

-; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading retail group in Singapore is seeking a Customer Service Manager to lead its multi-location Customer Service team. The role involves overseeing customer service operations, driving process improvements, and managing the receptionist team to ensure a seamless experience for visitors. Candidates should have a diploma or degree, along with at least 5 years of customer service experience and strong leadership skills.

Qualifications

• At least 5 years of experience in a customer service or customer-facing role.
• Proven team leadership experience.
• Experience in managing customer service centres preferred.

Responsibilities

• Lead and manage the Customer Service team across all locations.
• Oversee day-to-day customer service operations.
• Handle complex customer escalations and complaints.

Skills

Team leadership

Customer service operations

Interpersonal skills

Conflict management

Communication skills

Education

Diploma or Degree in Business, Operations, Hospitality, or related field

Job description

About The Company

We have partnered with one of the leading retail groups in Singapore with a strong presence across multiple store formats islandwide. With a portfolio of well-established brands, the business continues to grow and adapt, serving diverse customer segments though its network of over 50 outlets.

Job Summary

The successful candidate will be leading the organization's multi-location Customer Service team, comprising both outsourced partners and Singapore-based team members. This role is responsible for overseeing the full spectrum of customer service operations, ensuring exceptional service levels, and driving cost-effective process improvements in a high-performance environment.

In addition to leading the customer service function, this role will also manage the front-of-house receptionist team, ensuring a seamless and professional experience for all walk-in visitors and internal stakeholders.

This role is based in Tampines.

Key Responsibilities

• Lead and manage the Customer Service team across all locations, ensuring optimal resource allocation to meet or exceed service quality metrics.
• Oversee day-to-day customer service operations, providing guidance, performance feedback, and direct support to ensure compliance and service excellence.
• Handle complex customer escalations and complaints, working closely with internal function heads to deliver effective and timely resolutions.
• Act as the primary liaison between Customer Service and other internal departments to align priorities and share customer-centric insights.
• Provide governance oversight for both outsourced contact centre operations and internal teams, ensuring consistency, compliance, and quality of service.
• Manage the receptionist team's daily operations to ensure a professional, welcoming, and efficient front-of-house experience.
• Undertake any other tasks or responsibilities as assigned by management.

Qualifications

• Diploma or Degree in Business, Operations, Hospitality, or a related field.
• At least 5 years of experience in a customer service or customer-facing role, with proven team leadership experience.
• Experience in managing customer service centres, vendor governance, and/or operations analytics is preferred.
• Solid understanding of customer service operations and customer experience metrics.
• Good interpersonal and communication skills, with the ability to influence cross-functional teams and manage conflict diplomatically.
• Highly customer-centric, with a genuine passion for delivering exceptional service.
• Excellent verbal and written communication skills.