Customer Service Manager

E-CRUIT TEAM PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading service management company in Singapore is seeking a skilled manager to oversee field service and call centre operations. The ideal candidate will lead teams to ensure service quality and productivity while monitoring performance indicators. With a diploma in related fields and a minimum of 5 years in customer service management, applicants are encouraged to apply. Knowledge in IT or Consumer Electronics is a plus. Competitive salary of up to $6000 offered for the right candidate.

Qualifications

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

Responsibilities

• Lead service teams to maintain service quality and productivity.
• Monitor SLAs and KPIs to resolve operational issues.
• Identify process gaps and drive improvement initiatives.
• Review service performance and cost reports.

Skills

Customer service management

Team leadership

Process improvement

Education

Diploma in related fields

Job description

Overview

Oversee field service, service centre, and outsourced call centre operations to ensure smooth daily operations.

Responsibilities

• 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.
• Perform any other ad hoc 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.