Customer Service Manager

CALL LADE LOGISTICS PRIVATE LIMITED; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

CALL LADE LOGISTICS PRIVATE LIMITED seeks a capable Customer Service Manager to lead a team in Singapore, ensuring timely, professional handling of inquiries, feedback and complaints. You will build strong customer relationships and monitor performance against service standards.

Responsibilities include escalation handling, cross-department collaboration, and driving process improvements in service delivery. A degree in a related field and supervisory experience are preferred.

Qualifications

• Degree in Business Administration, Customer Service, Management or a related field.
• Relevant experience in customer service, preferably with supervisory or managerial responsibilities.
• Strong communication, interpersonal and problem-solving skills.
• Able to handle customer complaints and difficult situations professionally.
• Good leadership and team management skills.
• Strong organisational skills with the ability to manage multiple priorities.
• Proficient in Microsoft Office and familiar with customer service systems, databases or CRM platforms.
• Able to prepare reports, analyse service data and recommend improvements.
• Able to work independently and collaborate effectively with different departments.

Responsibilities

• Lead and manage the customer service team to ensure timely and professional handling of customer enquiries, feedback, complaints and service-related matters.
• Build and maintain strong relationships with customers and ensure a high level of customer satisfaction.
• Monitor customer service performance and ensure service standards, response times and follow-up actions are met.
• Handle escalated customer complaints and work closely with internal departments to resolve issues effectively.
• Review recurring customer concerns and recommend improvements to service processes and customer experience.
• Develop, implement and maintain customer service procedures, guidelines and service standards.
• Prepare and analyse customer service reports, trends, complaints and service performance data.
• Ensure customer records, correspondence and service documentation are properly maintained and updated.
• Coordinate with Operations, Finance, HR and other departments on customer-related matters where required.
• Support billing, invoicing, payment follow-up and other finance-related coordination with customers where applicable.
• Conduct regular team briefings, coaching and performance reviews for customer service staff.
• Identify training needs and provide guidance to improve the team's communication, service quality and problem-solving skills.
• Assist management with customer engagement initiatives and service improvement projects.
• Perform other duties and ad-hoc assignments as required by management.

Skills

Communication

Interpersonal skills

Problem-solving

Leadership

Team management

Organizational skills

CRM familiarity

MS Office

Education

Bachelor's degree in Business Admin / related field

Tools

CRM platforms

Microsoft Office

Job description

Key Responsibilities

• Lead and manage the customer service team to ensure timely and professional handling of customer enquiries, feedback, complaints and service-related matters.
• Build and maintain strong relationships with customers and ensure a high level of customer satisfaction.
• Monitor customer service performance and ensure service standards, response times and follow-up actions are met.
• Handle escalated customer complaints and work closely with internal departments to resolve issues effectively.
• Review recurring customer concerns and recommend improvements to service processes and customer experience.
• Develop, implement and maintain customer service procedures, guidelines and service standards.
• Prepare and analyse customer service reports, trends, complaints and service performance data.
• Ensure customer records, correspondence and service documentation are properly maintained and updated.
• Coordinate with Operations, Finance, HR and other departments on customer-related matters where required.
• Support billing, invoicing, payment follow-up and other finance-related coordination with customers where applicable.
• Conduct regular team briefings, coaching and performance reviews for customer service staff.
• Identify training needs and provide guidance to improve the team's communication, service quality and problem-solving skills.
• Assist management with customer engagement initiatives and service improvement projects.
• Perform other duties and ad-hoc assignments as required by management.

Job Requirements

• Degree in Business Administration, Customer Service, Management or a related field.
• Relevant experience in customer service, preferably with supervisory or managerial responsibilities.
• Strong communication, interpersonal and problem-solving skills.
• Able to handle customer complaints and difficult situations professionally.
• Good leadership and team management skills.
• Strong organisational skills with the ability to manage multiple priorities.
• Proficient in Microsoft Office and familiar with customer service systems, databases or CRM platforms.
• Able to prepare reports, analyse service data and recommend improvements.
• Able to work independently and collaborate effectively with different departments.