Customer Service Manager

w network private limited; Singapore; On-site; SGD 67,000 - 100,000; Full time

Job summary

w network private limited in Singapore is seeking a Customer Service Manager to lead the team and deliver a smooth customer journey across orders, returns, and inquiries.

You will own daily operations, resolve escalations, coach staff, and collaborate with Sales, Warehouse, Logistics to improve service standards and customer experiences as the business grows.

Qualifications

• 5+ years of customer service experience with team leadership.
• Strong communication and people management skills.
• Customer-focused with problem-solving abilities.
• Comfortable handling complaints and challenging situations.
• Experience with CRM or e-commerce systems is an advantage.

Responsibilities

• Lead and manage daily customer service operations.
• Ensure inquiries, feedback and complaints are handled promptly.
• Handle escalated cases and provide solutions.
• Support customers on orders, deliveries, returns, exchanges and after-sales matters.
• Coach the team to improve service quality.
• Monitor workload, response times and standards.
• Collaborate with Sales, Warehouse, Logistics and other teams.
• Ensure practices comply with company policies and standards.
• Identify recurring issues and improve processes.
• Prepare regular management reports on performance.
• Support management with initiatives and improvements.
• Perform ad-hoc duties as assigned.

Skills

Customer service management

People management

Communication skills

Problem solving

Tools

CRM systems

Job description

About the Role

We are looking for a Customer Service Manager to lead our customer service team and deliver a smooth and positive experience for our customers.

You will take ownership of daily customer service operations, develop the team, resolve escalated cases and work closely with other departments to continuously improve our service standards.

If you enjoy leading people, solving problems and creating better customer experiences, we'd love to hear from you.

What You'll Do

• Lead and manage the daily operations of the Customer Service team.
• Ensure customer enquiries, feedback and complaints are handled promptly and professionally.
• Handle escalated and complex customer cases and provide appropriate solutions.
• Support customers on orders, deliveries, returns, exchanges and after-sales matters.
• Coach and guide the team to improve service quality and performance.
• Monitor team workload, response times and customer service standards.
• Work closely with Sales, Warehouse, Logistics and other teams to resolve customer issues.
• Ensure customer service practices comply with company policies, procedures and relevant requirements.
• Ensure customer interactions and service delivery meet company and brand standards.
• Identify recurring issues and improve customer service processes and SOPs.
• Monitor customer feedback, service performance and key trends.
• Prepare regular management reports on customer service performance, issues and improvement actions.
• Support management with customer service initiatives and operational improvements.
• Perform other ad-hoc duties and projects as assigned by Management.

What We're Looking For

• At least 5 years of customer service experience, with team leadership or supervisory experience.
• Strong communication and people management skills.
• Customer-focused with good problem-solving ability.
• Confident in handling complaints and challenging customer situations.
• Responsible, organised and able to manage multiple priorities.
• Hands-on and comfortable working in a fast-paced environment.
• Able to work effectively across different departments.
• Experience with CRM, e-commerce or customer service systems is an advantage.

Why Join Us?

• Take ownership of the Customer Service function.
• Lead and develop your own team.
• Make a direct impact on customer experience and service standards.
• Improve processes and shape how we serve our customers as the business grows.

Competitive salary package based on experience and capabilities.