Customer Service Manager

Mister Mobile Trading Pte Ltd; Singapore; Presencial; SGD 80.000 - 120.000; Jornada completa

Descripción de la vacante

Mister Mobile Trading Pte Ltd in Singapore is seeking a dynamic Customer Service Manager to lead our CSS team and connect our retail network with customers. You will build a high-performing, customer-first contact centre, manage local and offshore staff, and establish best-in-class SOPs that reflect our brand's warmth, care, and efficiency.

You will collaborate across Retail Operations, Marketing, Product and Logistics to ensure a seamless end-to-end journey, drive KPI performance and revenue

Formación

• Bachelor's degree in any discipline.
• Minimum 3 years' experience in customer service or sales leadership.
• 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.
• Able to lead and collaborate effectively with a remote team of up to 30 customer service representatives based outside Singapore.

Responsabilidades

• Lead and coach a team of customer service representatives, including offshore agents, to deliver consistent service excellence.
• Foster a supportive, collaborative environment where the team meets and exceeds KPIs in response time, resolution rate, satisfaction, and sales conversion.
• Encourage a proactive sales mindset through genuine service interactions that build loyalty and drive growth.
• Oversee all customer interactions across channels - online chat, social media, Google Reviews, and emails.
• Handle escalations with empathy and professionalism, turning service challenges into opportunities to win customers back.
• Use customer feedback to improve service quality and retail touchpoints.
• Develop clear, efficient SOPs and workflows to support our retail and digital operations.
• Introduce data-driven improvements that enhance speed, consistency, and service quality.
• Standardize communication frameworks so every customer experiences the same reliability and care.
• Work closely with Retail Operations, Marketing, Product, and Logistics teams to ensure a seamless end-to-end customer journey.
• Identify recurring customer or retail pain points and propose practical solutions that improve systems and service delivery.

Conocimientos

Leadership

KPI achievement

Communication (English & Mandarin)

Remote team management

Educación

Bachelor's degree

Descripción del empleo

Profile

We are seeking a dynamic Customer Service Manager to lead our Customer Service Specialist (CSS) team and enhance the connection between our retail operations and customers.

In this role, you will take charge of building a high-performing, customer-first contact centre that supports our retail network. You will lead both local and offshore teams, establish best-in-class SOPs, and ensure every customer touchpoint reflects the warmth, care, and efficiency that our brand stands for.

Job Responsibilities

Lead & Empower the Team

• Manage and coach a team of customer service representatives (including offshore agents) to deliver consistent service excellence.

• Foster a supportive, collaborative environment where the team feels motivated to meet and exceed KPIs in response time, resolution rate, satisfaction, and sales conversion.

• Encourage a proactive sales mindset through genuine service interactions that build loyalty and drive growth.

Deliver Outstanding Customer Experiences

• Oversee all customer interactions across channels - online chat, social media, Google Reviews, and emails.

• Handle escalations with empathy and professionalism, turning service challenges into opportunities to win customers back.

• Use customer feedback to improve service quality and retail touchpoints.

Build Structure & Scale

• Develop clear, efficient SOPs and workflows to support our retail and digital operations.

• Introduce data-driven improvements that enhance speed, consistency, and service quality.

• Standardize communication frameworks so every customer, regardless of channel, experiences the same reliability and care.

Collaborate Across the Business

• Work closely with Retail Operations, Marketing, Product, and Logistics teams to ensure a seamless end-to-end customer journey.

• Identify recurring customer or retail pain points and propose practical solutions that improve 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 Mandarin-speaking stakeholders.

• Able to lead and collaborate effectively with a remote team of up to 30 customer service representatives based outside Singapore.

Thank you for applying with us! - Only shortlisted candidates will be notified.