Customer Service Manager

Noel Gifts International; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A growing retail company in Singapore is seeking a Customer Service Manager. This role involves leading the Customer Experience department, managing order processing, and resolving customer issues. Ideal candidates will have a diploma in Business Management and at least 4 years of experience in contact center operations with supervisory experience. Strong problem-solving and conflict resolution skills are crucial for success.

Qualifications

• Min. 4 years of experience in contact centre operations.
• At least 2 years in a supervisory capacity managing a team of 5-10.
• Excellent skills in conflict resolution and customer handling.

Responsibilities

• Lead the Customer Experience and Operations Admin Dept.
• Ensure order information is accurately captured and documents are handed to Operations Team.
• Resolve escalated customer issues and set service standards.

Skills

Customer centric personality

Analytical skills

Problem-solving skills

Conflict resolution skills

Education

Diploma in Business Management or related fields

Job description

To support our growth plans, we seek to recruit a collaborative, dynamic and results‑driven individual to join us as Customer Service Manager.

Responsibilities

Lead the Customer Experience and Operations Admin (CEOPA) Dept to ensure order information is correctly captured in the system and documents on‑time handed over to the Operations Team for fulfilment.

Lead the dept to deliver excellent customer service and to provide timely and accurate response to customer queries/issues relating to matters following order‑processing.

Resolve escalated customers' issues and work with relevant internal stakeholders to resolve where necessary.

Set standards, policies and processes to ensure that high standard of customer service level are achieved.

Work with Operations Department to deliver quality products and services aligned to service level agreement.

Improve operational efficiency and effectiveness to reduce operating expenses.

Requirements

At least a Diploma in Business Management or related fields.

Min. 4 years of experience in a contact centre operations with at least 2 years in a supervisory capacity in managing a team of 5‑10.

Strong customer centric personality with excellent analytical and problem solving skills.

Excellent conflict resolution skills and ability to handle difficult customers and issues.