Customer Service Manager

E-Cruit Team Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A recruitment agency in Singapore is seeking a Customer Service Manager to oversee field service and call centre operations. The ideal candidate will have a diploma and a minimum of 5 years of experience in customer service management. Responsibilities include managing service teams, monitoring KPIs, and driving service efficiency. This role is based in Jurong East and offers a salary of up to $6000 with working hours Monday to Friday and alternate Saturdays.

Qualifications

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

Responsibilities

• Oversee field service and operations to ensure smooth daily activities.
• Lead service teams to maintain service quality and productivity.
• Monitor SLAs and KPIs, resolving operational issues.

Skills

Service quality management

Team leadership

Customer satisfaction

Operational issue resolution

Process improvement

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.