CUSTOMER SERVICE MANAGER

Martino Agency; Singapore; Sur place; SGD 60 000 - 100 000; Plein temps

Résumé du poste

Martino Agency is seeking a proactive Customer Service Manager in Singapore to lead a growing support team and elevate service quality.

You will train, coach, and motivate representatives, manage escalations, and shape policies to improve the overall customer journey across sales, marketing, and product functions. The role focuses on delivering consistent, data-informed service excellence.

Qualifications

• Proven experience leading a customer service team.
• Excellent problem-solving and conflict resolution skills.
• Ability to lead, train, and motivate a support team.
• Strong communication and interpersonal skills.
• Experience analyzing customer data and driving service improvements.
• Ability to handle high-pressure situations and escalations.

Responsabilités

• Oversee daily customer service operations and team performance.
• Train, mentor, and develop customer support representatives.
• Handle customer escalations and complex service issues.
• Develop and implement customer service policies and best practices.
• Analyze customer feedback to identify service improvement opportunities.
• Collaborate with sales, marketing, and product teams to improve customer experience.
• Manage customer support tools
• Ensure compliance with company policies and industry regulations.
• Stay updated on customer service trends and technologies.

Connaissances

Team leadership

Customer service

Conflict resolution

Training & mentoring

Data analysis

Communication

Policy development

Outils

CRM software

Description du poste

We are looking for a proactive and customer-focused Customer Service Manager to join our team. As a Customer Service Manager, you will be responsible for leading a customer support team, improving service processes, and ensuring high levels of customer satisfaction.

Responsibilities:

• Oversee daily customer service operations and team performance.
• Train, mentor, and develop customer support representatives.
• Handle customer escalations and complex service issues.
• Develop and implement customer service policies and best practices.
• Analyze customer feedback to identify service improvement opportunities.
• Collaborate with sales, marketing, and product teams to improve customer experience.
• Manage customer support tools
• Ensure compliance with company policies and industry regulations.
• Stay updated on customer service trends and technologies.

Qualifications:

• Proven experience as a Customer Service Manager or Support Lead.
• Excellent problem-solving and conflict resolution skills.
• Ability to lead, train, and motivate a support team.
• Strong communication and interpersonal skills.
• Experience in analyzing customer data and implementing service improvements.
• Ability to handle high-pressure situations and escalations.