Customer Service Manager

-; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

An established service management firm in Singapore is looking for a Customer Service Manager to oversee field service and call centre operations. The successful candidate will ensure service quality and customer satisfaction while managing service teams. A diploma in a related field and at least 5 years of experience in customer service management are required. Experience in the IT or Consumer Electronics industry is an advantage. The position offers a salary of up to $6000 and a structured working schedule.

Qualifications

• Minimum of 5 years experience in customer service management.
• Experience in IT or Consumer Electronics industry is advantageous.

Responsibilities

• Oversee field service and call centre operations.
• Manage service teams to maintain productivity and customer satisfaction.
• Monitor SLAs and KPIs; resolve operational issues.

Skills

Service quality maintenance

Team leadership

Operational issue resolution

Customer complaint handling

Education

Diploma in related fields

Job description

Responsibilities

• Oversee field service, service centre, and outsourced call centre operations to ensure smooth daily operations
• Manage and lead service teams to maintain service quality, productivity, and customer satisfaction.
• Monitor SLAs and KPIs, resolve operational issues, and improve service efficiency
• Identify process gaps and drive continuous improvement initiatives
• Support development and implementation of service policies, procedures, and KPIs
• Prepare and review service performance and cost reports
• Handle escalated customer complaints and service disputes, ensuring proper investigation and resolution
• Support mediation or legal cases by preparing service records when required
• Any other adhoc duties as assigned

Requirements

• Diploma in related fields
• Min 5 years experience in customer service management
• Experience in IT or Consumer Electronics industry is an advantage
• Location: Jurong East
• Working Hours: Mon - Fri, alternate Sat
• Salary: Up to $6000

How to apply

Interested applicants kindly state your expected salary, last drawn salary and starting date.

We regret to inform that only shortlisted candidates will be notified.