Customer Service Manager

just talent pte. ltd.; Singapore; On-site; SGD 55,000 - 85,000; Full time

Job summary

Just Talent Pte. Ltd. in Singapore is seeking a Customer Service Team Lead to oversee a high-performing service team and ensure delivery of top-quality support.

The role focuses on policy development, process optimization, and driving customer satisfaction through strong leadership and cross-functional collaboration. You will coach staff, manage escalations, track KPIs, and build lasting relationships with key accounts while aligning with sales and operations to deliver seamless service

Qualifications

• Diploma or Degree in Business Administration, Customer Service, Communications, Marketing, or related field.
• Minimum 3–5 years of relevant experience in customer service, client management, or a similar role.
• Previous experience in a supervisory or managerial position is preferred.
• Strong communication and interpersonal skills.
• Excellent problem-solving and conflict-resolution abilities.
• Strong customer-focused mindset with good attention to detail.
• Good organisational and time-management skills.
• Proficient in Microsoft Office and customer relationship management (CRM) systems.
• Ability to lead a team and work effectively with different departments.
• Able to work independently and manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead and manage the customer service team to ensure efficient and high-quality service delivery
• Develop and implement customer service policies, procedures, and service standards
• Handle escalated customer enquiries, feedback, and complaints in a professional and timely manner
• Monitor customer satisfaction and identify areas for service improvement
• Build and maintain strong relationships with customers and key accounts
• Track customer service performance and prepare regular reports for management
• Establish and monitor service KPIs to improve team performance and customer experience
• Coach, train, and mentor customer service staff to enhance their skills and performance
• Work closely with sales, operations, and other departments to resolve customer issues and improve service processes
• Review customer feedback and identify trends, recurring issues, and opportunities for improvement
• Ensure customer enquiries and requests are followed up and resolved within appropriate timelines
• Assist in developing customer retention and engagement strategies
• Manage customer service processes and ensure proper documentation and record keeping
• Support the implementation of CRM systems and other tools to improve customer service operations
• Handle other customer service and operational duties as assigned by management

Skills

Leadership

Team management

Communication

Interpersonal skills

Problem-solving

Customer-centric

Attention to detail

Time management

Education

Diploma or Degree in Business Administration, Customer Service, Communications, Marketing, or related field

Tools

CRM systems

Microsoft Office

Job description

Job Responsibilities

• Lead and manage the customer service team to ensure efficient and high-quality service delivery

• Develop and implement customer service policies, procedures, and service standards

• Handle escalated customer enquiries, feedback, and complaints in a professional and timely manner

• Monitor customer satisfaction and identify areas for service improvement

• Build and maintain strong relationships with customers and key accounts

• Track customer service performance and prepare regular reports for management

• Establish and monitor service KPIs to improve team performance and customer experience

• Coach, train, and mentor customer service staff to enhance their skills and performance

• Work closely with sales, operations, and other departments to resolve customer issues and improve service processes

• Review customer feedback and identify trends, recurring issues, and opportunities for improvement

• Ensure customer enquiries and requests are followed up and resolved within appropriate timelines

• Assist in developing customer retention and engagement strategies

• Manage customer service processes and ensure proper documentation and record keeping

• Support the implementation of CRM systems and other tools to improve customer service operations

• Handle other customer service and operational duties as assigned by management

Requirements

• Diploma or Degree in Business Administration, Customer Service, Communications, Marketing, or a related field

• Minimum 3–5 years of relevant experience in customer service, client management, or a similar role

• Previous experience in a supervisory or managerial position is preferred

• Strong communication and interpersonal skills

• Excellent problem-solving and conflict-resolution abilities

• Strong customer-focused mindset with good attention to detail

• Good organisational and time-management skills

• Proficient in Microsoft Office and customer relationship management (CRM) systems

• Ability to lead a team and work effectively with different departments

• Able to work independently and manage multiple priorities in a fast-paced environment