Customer Service Manager: Lead, Improve & Loyalty Programs

Martino Agency; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

Martino Agency in Singapore is seeking a motivated Customer Service Manager to lead the customer service department and elevate client satisfaction by developing efficient procedures and loyalty initiatives.

You will supervise daily operations, respond to issues, hire and train agents, manage the budget, and report on service metrics to drive continuous improvement. The ideal candidate brings proven leadership, excellent communication, and cross-functional collaboration.

Qualifications

• Proven experience in a customer service role.
• Strong leadership and communication skills.
• Ability to develop procedures and loyalty programs.
• Experience budgeting and reporting.
• Proficient with Office and CRM software.

Responsibilities

• Supervise day-to-day operations in the customer service department.
• Respond to customer service issues in a timely manner.
• Create effective customer service procedures, policies, and standards.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Implement an effective customer loyalty program.
• Maintain accurate records and document all customer service activities and discussions.
• Assess service statistics and prepare detailed reports on your findings.
• Hire and train new customer service agents.
• Manage the approved budget of the customer service department.
• Stay informed on the latest industry techniques and methods.

Skills

Leadership

Communication

Interpersonal skills

Budget management

Microsoft Office

CRM software

Tools

Microsoft Office

CRM software

Job description

Martino Agency in Singapore is seeking a motivated Customer Service Manager to lead the customer service department and elevate client satisfaction by developing efficient procedures and loyalty initiatives.

You will supervise daily operations, respond to issues, hire and train agents, manage the budget, and report on service metrics to drive continuous improvement. The ideal candidate brings proven leadership, excellent communication, and cross-functional collaboration.