Call Centre Manager (Sales & Customer Support)

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

Job summary

A leading bullion dealer is seeking a Sales & Customer Support Manager to lead a customer support team in Singapore. The role involves managing daily operations, ensuring exceptional service, and driving team performance. Ideal candidates should have a degree and at least 3 years of relevant experience. This position offers a competitive salary of S$4,000 - S$6,000 per month plus bonuses and benefits.

Benefits

Bonus up to 3 months

Annual Wage Supplement equivalent to 1 month’s salary

Employee lunch allowance - $20/day

Access to health and fitness benefits

Employee discount

Qualifications

• Minimum 3 years of experience managing a customer support or call centre team.
• Previous experience in the financial services or e-commerce sectors will be advantageous.

Responsibilities

• Lead and manage a team of customer support specialists.
• Oversee customer support operations including call handling and service quality monitoring.
• Establish and refine customer service procedures and performance standards.
• Drive team performance through coaching and training.

Skills

Leadership

Customer-oriented

Analytical

Excellent communicator

Adaptable

Professionalism

Education

Diploma or Degree in Business, Communications, or related field

Job description

About BullionStar

BullionStar is the leading bullion dealer in Singapore. With BullionStar, customers are offered a modern platform for trading and holding physical bullion. The online platform is complemented with a newly renovated and expanded bullion shop, showroom and vault in Singapore. BullionStar has an excellent reputation with a review rating of 4.9 on Google Reviews based on more than 5,500 genuine customer reviews.

• We lead in technology - We are the most modern bullion dealer in the world employing proprietary cutting‑edge technology into our age‑old industry.
• Excellent leadership opportunity - With us, you will lead a growing customer service team and work closely with precious metals experts to shape our service standards.

Interested in the bullion industry? Love being around gold & silver all day? We are hiring an individual for a Sales & Customer Support Manager role. This role offers the opportunity to lead and develop our customer support team in a call centre environment, ensuring that every customer interaction reflects our commitment to excellence, integrity, and service quality.

If a fast‑paced, high growth, dynamic and multi‑cultural environment excites you, join us on our journey!

Package & Benefits

• Salary: up to S$6000/month.
• Bonus: up to 3 months.
• Annual Wage Supplement (AWS) equivalent to 1 month’s salary.
• Employee lunch allowance - $20/day.
• Access to employee health and fitness benefit program.
• Employee discount.

Roles & Responsibilities:

• Lead, manage, and motivate a team of customer support specialists in a call centre environment to deliver exceptional service standards.
• Oversee day‑to‑day operations of the customer support department, including call handling, email responses, and service quality monitoring.
• Establish and refine customer service procedures, policies, and performance standards to ensure operational excellence.
• Drive team performance through regular coaching, training, and feedback sessions to ensure consistent achievement of KPIs and service targets.
• Manage escalations professionally, resolving complex customer issues promptly and effectively.
• Analyse and report on customer service metrics, identifying trends and implementing process improvements.
• Collaborate with other departments to ensure a seamless customer experience and alignment on company objectives.
• Maintain a strong focus on accuracy, confidentiality, and compliance with company policies and data protection standards.
• Foster a positive team culture that encourages collaboration, accountability, and continuous improvement.

Skills & Experience

• Established track record of managing sales or customer service teams in dynamic, commercially focused setting.
• Strong operational leadership skills, able to adjust quickly to shifting market conditions, refine workflows, and maintain high standards of execution.
• Analytical and confident using data, KPIs, and performance metrics to optimize workflows, strengthen team output, and support data‑driven decision‑making.
• Experienced in guiding teams through change, enhancing processes, and embedding efficient, sustainable workflows.
• Ability to maintain a calm, professional, and decisive approach, resolving complex situations with empathy, clarity, and authority.
• Excellent communicator who is naturally collaborative, and able to motivate and inspire their team.

Who Should Apply?

Please apply if you possess all of the below skills and characteristics:

• Leadership: Proven ability to lead, coach, and inspire a team to achieve results and uphold service standards.
• Customer‑Oriented: Passionate about delivering outstanding customer experiences and ensuring every customer is treated with respect and professionalism.
• Analytical: Able to interpret data, identify trends, and translate insights into actionable improvements.
• Excellent Communicator: Strong verbal and written communication skills with proficiency in English. Fluency in additional languages and/or dialects is a plus.
• Adaptable: Capable of multitasking and prioritizing effectively in a fast‑paced environment.
• Professional: Displays integrity, sound judgment, and a commitment to upholding company values.

Qualifications

• Diploma or Degree in Business, Communications, or related field.
• Minimum 3 years of experience managing a customer support or call centre team.
• Previous experience in the financial services or e‑commerce sectors will be advantageous.

Location & Work Hours

You will be located at BullionStar HQ situated between Chinatown and Clarke Quay, with Clarke Quay MRT located just across the road for convenient commuting.

5‑day work week, 1 Saturday inclusive.

Salary and Benefits

The salary is dependent on your capability, experience and skills. The typical starting salary is from SGD 4,000 to SGD 6,000 per month for a driven candidate, plus up to 3 months’ bonus. In addition, BullionStar provides an Annual Wage Supplement (AWS) equivalent to 1 month’s salary. BullionStar furthermore offers reimbursement of medical bills and access to an employee health and fitness benefit program.