Customer Service Manager

ACER COMPUTER (SINGAPORE) PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A technology services company in Singapore is seeking a Customer Service Manager to oversee core service areas like Field Service and Call Centre operations. The ideal candidate will have 5–8 years of experience in customer service, strong leadership and complaint management skills, and ability to handle service-related legal matters. This role involves optimizing service quality and ensuring customer satisfaction across various operational functions.

Qualifications

• Minimum 5–8 years of experience in customer service or service operations within an IT or technology environment.
• Proven experience managing large service operations with 20 people.
• Strong written communication skills for preparing reports and legal documentation.

Responsibilities

• Oversee field service and service center operations including scheduling and resource allocation.
• Act as the primary liaison for the outsourced call center.
• Manage escalated customer complaints across all service channels.
• Support service transformation and process improvement initiatives.

Skills

Good communication and interpersonal skills

Strong organizational and multitasking abilities

Customer-oriented with a professional demeanor

Strong customer complaint handling skills

Ability to handle legal-related service matters

Education

Diploma or Degree in any discipline

Job description

Job Summary

The Customer Service Manager will support the Customer Service Director in overseeing and optimizing three core service areas: Field Service, Outsourced Call Centre, and Service Centre Operations. This role is critical in ensuring high‑quality customer experiences, operational efficiency, and alignment with company service standards.

Key Responsibilities

• Field Service & Service Centre Operations
  • Oversee field service and service centre operations, including scheduling, resource allocation, repair workflows, and turnaround times.
  • Lead, coach, and manage large service teams, including supervisors and technicians, to ensure service excellence.
  • Ensure consistent service standards, productivity, quality, and customer satisfaction across all service activities.
  • Drive continuous improvement by identifying process gaps, optimizing workflows, and improving manpower and cost efficiency.
  • Execute operational plans, ensure compliance with internal policies and industry practices, and achieve service objectives on a monthly, quarterly, and annual basis.
• Outsourced Call Centre Management
  • Act as the primary liaison for the outsourced call centre and oversee day‑to‑day operational performance in line with service strategy.
  • Monitor performance against SLAs, KPIs, and quality standards, resolving operational issues to ensure productivity.
  • Drive continuous improvement through analysis of service trends and performance data.
  • Identify service gaps, implement best‑practice improvements, and ensure effective coordination between call centre, field service, and service centre operations.
• Service Governance & Continuous Improvement
  • Assist the Customer Service Director in developing and implementing service policies, procedures, and KPIs.
  • Prepare and analyse operational reports on service performance, costs, and customer satisfaction.
  • Identify gaps, risks, and improvement opportunities across all service channels.
  • Support service transformation and process improvement initiatives.
• Customer Complaint Management & Escalation
  • Manage and resolve escalated customer complaints across all service channels in a timely and professional manner.
  • Act as a key escalation point for complex service disputes, working closely with internal stakeholders to achieve fair and compliant outcomes.
  • Ensure proper documentation, investigation, and closure of complaint cases in accordance with company policies and regulatory guidelines.
  • Analyse complaint trends and implement corrective and preventive actions to improve overall service quality.
• Legal & Regulatory Case Support
  • Support the organization in handling formal customer disputes, including preparation of service records and investigation reports for mediation or legal review.
  • Assist in attending mediation sessions or formal hearings (e.g., Small Claims Tribunal) when required, in coordination with management and legal counsel.

Qualifications and Experience

• Education
  • Diploma or Degree in any discipline.
• Experience
  • Minimum 5–8 years of experience in customer service or service operations within an IT, technology, or computer servicing environment.
  • Proven experience managing large service operations with 20 people across multiple operational functions.
  • Good communication and interpersonal skills.
  • Strong organizational and multitasking abilities.
  • Customer‑oriented with a professional and friendly demeanour.
  • Ability to work independently and collaborate with internal teams.
  • Strong customer complaint handling and dispute resolution skills, with the ability to manage difficult conversations professionally and confidently.
  • Ability to handle legal‑related service matters, including court attendance, mediation, and regulatory case follow‑ups.
  • Sound judgment and decision‑making skills when managing complaint cases.
  • Strong written communication skills for preparing investigation reports, responses, and legal documentation.
  • Resilient, calm under pressure, and capable of managing challenging customer, legal situations and operations issues.

Skills & Competencies

• Good communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Customer‑oriented with a professional and friendly demeanour.
• Ability to work independently and collaborate with internal teams.
• Strong customer complaint handling and dispute resolution skills, with the ability to manage difficult conversations professionally and confidently.
• Ability to handle legal‑related service matters, including court attendance, mediation, and regulatory case follow‑ups.
• Sound judgment and decision‑making skills when managing complaint cases.
• Strong written communication skills for preparing investigation reports, responses, and legal documentation.
• Resilient, calm under pressure, and capable of managing challenging customer, legal situations and operations issues.

Location: D22 Jurong, Jurong Island, Tuas, SG