Customer Service Manager

WISELINK TECHNOLOGY PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A customer service solutions company in Singapore is seeking a Customer Service Lead to oversee the customer service team. This role includes supervising representatives, training staff, and resolving complex escalated issues. The ideal candidate will focus on developing service protocols, monitoring performance metrics, and maintaining high customer satisfaction standards. Strong communication and leadership skills are essential for success in this position.

Responsibilities

• Supervise customer service representatives and coordinate their daily tasks.
• Develop service protocols and ensure compliance.
• Handle escalated customer complaints or difficult cases.
• Train, mentor, and evaluate team members.
• Monitor service metrics (response time, customer satisfaction, etc.).
• Identify areas for process improvement.
• Communicate customer feedback to leadership and relevant departments.

Skills

Strong communication and interpersonal skills

Problem-solving and conflict-resolution abilities

Leadership and team management

Customer-focused mindset

Ability to analyze data and service performance indicators

Patience

Empathy

Professionalism

Job description

This position leads and supports the customer service team to deliver high-quality service to clients or customers. They monitor daily operations, resolve complex or escalated issues, and ensure that service standards are met. Their role involves coaching and training staff, developing customer service policies, analyzing performance metrics, and working with other departments to improve the overall customer experience. They play a key part in maintaining customer satisfaction, loyalty, and the company’s reputation.

Specific Responsibilities

Individual to be involved in:

• Supervising customer service representatives and coordinating their daily tasks
• Developing service protocols and ensuring compliance
• Handling escalated customer complaints or difficult cases
• Training, mentoring, and evaluating team members
• Monitoring service metrics (response time, customer satisfaction, etc.)
• Identifying areas for process improvement
• Communicating customer feedback to leadership and relevant departments

Technical Skills and Competencies

• Strong communication and interpersonal skills
• Problem-solving and conflict-resolution abilities
• Leadership and team management
• Customer-focused mindset
• Ability to analyze data and service performance indicators
• Patience, empathy, and professionalism

Duration of attachment: 6 Months