Customer Service Manager

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

Job summary

A leading gifts company in Singapore is seeking a Customer Service Manager to oversee the Customer Experience and Operations Admin Department. This role involves leading a team, ensuring excellent service delivery, and resolving customer issues. The ideal candidate will have at least 4 years of experience in contact centre operations, with a strong customer-centric approach and excellent problem-solving skills. Join us to drive improvements in service efficiency and quality.

Qualifications

• Minimum 4 years in contact centre operations, 2 years in supervisory capacity.
• Experience managing a team of 5-10 individuals.
• Ability to handle difficult customers and conflict scenarios.

Responsibilities

• Lead the Customer Experience and Operations Admin Department.
• Ensure order information is accurately captured and delivered on time.
• Provide timely responses to customer queries and resolve escalated issues.
• Set standards and policies for customer service quality.
• Work with Operations Department for product and service quality.
• Improve operational efficiency to reduce costs.

Skills

Customer centric attitude

Analytical skills

Problem solving skills

Conflict resolution

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 capture 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.