Remote Customer Service Leader — Scale & Delight

Mister Mobile Trading Pte Ltd; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

Mister Mobile Trading Pte Ltd in Singapore is seeking a dynamic Customer Service Manager to lead our CSS team and connect our retail network with customers. You will build a high-performing, customer-first contact centre, manage local and offshore staff, and establish best-in-class SOPs that reflect our brand's warmth, care, and efficiency.

You will collaborate across Retail Operations, Marketing, Product and Logistics to ensure a seamless end-to-end journey, drive KPI performance and revenue

Qualifications

• Bachelor's degree in any discipline.
• Minimum 3 years' experience in customer service or sales leadership.
• Proven ability to achieve KPIs and drive revenue growth.
• Strong capabilities in process optimization, team leadership, and workflow management.
• Strong verbal and written communication skills in English, with the ability to communicate in Mandarin.
• Able to lead and collaborate effectively with a remote team of up to 30 customer service representatives based outside Singapore.

Responsibilities

• Lead and coach a team of customer service representatives, including offshore agents, to deliver consistent service excellence.
• Foster a supportive, collaborative environment where the team meets and exceeds KPIs in response time, resolution rate, satisfaction, and sales conversion.
• Encourage a proactive sales mindset through genuine service interactions that build loyalty and drive growth.
• Oversee all customer interactions across channels - online chat, social media, Google Reviews, and emails.
• Handle escalations with empathy and professionalism, turning service challenges into opportunities to win customers back.
• Use customer feedback to improve service quality and retail touchpoints.
• Develop clear, efficient SOPs and workflows to support our retail and digital operations.
• Introduce data-driven improvements that enhance speed, consistency, and service quality.
• Standardize communication frameworks so every customer experiences the same reliability and care.
• Work closely with Retail Operations, Marketing, Product, and Logistics teams to ensure a seamless end-to-end customer journey.
• Identify recurring customer or retail pain points and propose practical solutions that improve systems and service delivery.

Skills

Leadership

KPI achievement

Communication (English & Mandarin)

Remote team management

Education

Bachelor's degree

Job description

Mister Mobile Trading Pte Ltd in Singapore is seeking a dynamic Customer Service Manager to lead our CSS team and connect our retail network with customers. You will build a high-performing, customer-first contact centre, manage local and offshore staff, and establish best-in-class SOPs that reflect our brand's warmth, care, and efficiency.

You will collaborate across Retail Operations, Marketing, Product and Logistics to ensure a seamless end-to-end journey, drive KPI performance and revenue