Customer Service Manager (Customer Experience Lead)

AMACHA CHAPTER ONE PTE. LTD.; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading hospitality brand in Singapore is looking for a Customer Service Manager to enhance customer experience across all outlets. You will oversee service quality, conduct training, and analyze customer feedback to drive continuous improvement. The ideal candidate will have strong leadership abilities and a passion for service excellence. This role offers a full-time position with opportunities for professional growth.

Qualifications

• Proven experience in customer service management, preferably in a retail or hospitality environment.
• Strong analytical skills to assess guest feedback and devise actionable insights.
• Excellent leadership and communication skills.

Responsibilities

• Build and maintain customer service standards and frameworks.
• Monitor customer interactions and identify service gaps.
• Conduct service training for staff and manage onboarding processes.
• Analyze guest feedback and track key performance indicators.
• Support operational improvements for a seamless customer experience.

Skills

Hospitality Management

Customer Feedback Analysis

Training and Coaching

Operational Support

Job description

AMACHA – Customer Service Manager (Customer Experience Lead)

Full-Time · Singapore

About the Role

As AMACHA enters its next phase of expansion, we are looking for a Customer Service Manager who will champion AMACHA’s signature experience: elevated hospitality, consistency, and a warm, heritage-driven brand culture.

You will build and lead a customer experience system that ensures every guest — from walk-ins to online orders — feels cared for, heard, and connected to AMACHA. You will manage all service touchpoints, oversee guest feedback loops, support store teams in service execution, and work closely with Ops, Marketing, and Supply Chain teams to drive continuous improvement.

This role directly supports the Store Managers and reports to the Operations Director.

Key Responsibilities

1. Customer Experience & Service Quality

• Build, implement, and maintain AMACHA’s service standards and “Elevated Hospitality” framework across all outlets.
• Monitor customer interactions across channels (in-store, WhatsApp, Google Reviews, IG/RED comments, GrabFood/Deliveroo).
• Identify service gaps and ensure timely resolution of guest issues.
• Lead service recovery initiatives and empower outlets with the right tools/scripts.

2. Training, Coaching & Team Culture

• Conduct regular service training for baristas and store teams — product knowledge, guest conversation flow, elevated hospitality, situational service.
• Collaborate with Ops & HR to build structured onboarding for new staff (FT + PT).
• Coach Store Managers on leadership and guest engagement.
• Prepare training materials, SOPs, and service playbooks; maintain documentation.

3. Feedback & Quality Assurance

• Analyse guest feedback from reviews, surveys, and social media and turn insights into action plans.
• Track key KPIs:
  • Customer satisfaction score
  • Response time
  • Review ratings
  • First-contact resolution rate
  • Complaints vs repeat visits trend
• Conduct periodic store audits on hospitality, cleanliness, and product consistency.
• Coordinate with Marketing on messaging for sensitive TCM-related questions while avoiding unapproved health claims.

4. Process Improvement & Operations Support

• Work closely with Ops to solve recurring service bottlenecks (queue management, order flow, packaging).
• Identify customer‑experience pain points and propose solutions that improve speed and consistency.
• Support launch of new outlets with pre‑opening training and service readiness.
• Assist in building internal systems for handling customer inquiries, complaints, and escalations.

5. Reporting & Management

• Prepare weekly and monthly CX reports with analysis, trends, and recommendations.
• Provide management with insights on customer behaviour, top liked vs disliked products, and operational pain points.
• Own the “customer‑first culture” across AMACHA as the brand expands.