Retail Customer Service Manager and Trainer

OG Pte Ltd; Singapore; On-site; SGD 45,000 - 60,000; Full time

Job summary

A leading retail company in Singapore is seeking a Retail Customer Service Manager and Trainer to enhance customer service and develop training programmes. Ideal candidates will have 5+ years in customer service with supervisory experience and strong communication skills. This role offers a 5-day work week and requires overseeing compliance related to safety and data protection.

Qualifications

• 5+ years’ experience in training and development or retail customer service.
• At least 2 years in a supervisory role.
• Strong communication and conflict-resolution skills.

Responsibilities

• Respond to customer enquiries and feedback via various channels.
• Plan and conduct training programmes on customer service and selling skills.
• Monitor service quality and implement necessary improvements.

Skills

Customer service management

Training delivery

Conflict resolution

Interpersonal skills

Education

Diploma/Degree in Business, Retail Management, or related field

WSQ Advanced Certificate in Learning and Performance (ACLP) 2.0 or ACTA certification preferred

Job description

Retail Customer Service Manager and Trainer

1. Customer Service Management (Enquiries and Feedback)

• Respond to customer enquiries and feedback received via email, Facebook, and other communication channels.
• Handle customer issues related to OG membership accounts and the OG eShop.
• Resolve escalated customer complaints promptly and professionally.
• Monitor service quality through feedback and implement improvements where necessary.
• Ensure company policies, procedures, and service standards are consistently met across all departments.

2. Training & Development

• Plan, develop and conduct training programmes on customer service, selling skills, handling difficult situations, staff coaching, product knowledge, and other relevant topics.
• Develop and update SOP handbooks to support learning and operational consistency.
• Monitor staff performance post-training and perform coaching where needed.
• Conduct periodic refresher courses to reinforce key skills and knowledge.
• Collaborate with department heads to identify training gaps and work with external providers when appropriate.
• Participate in new staff orientation, employee counselling sessions, disciplinary discussions, and grievance handling in collaboration with HR.

4. Other Responsibilities

• Serve as the appointed building Fire Safety Manager (training and certification will be provided).
• Act as Compliance Officer for PSPM (Precious Stones and Precious Metals).
• Act as Compliance Officer for PDPA (Personal Data Protection Act).

Qualifications, Requirements and other Information

• 5 day work week
• Diploma/Degree in Business, Retail Management, or a related field.
• WSQ Advanced Certificate in Learning and Performance (ACLP) 2.0 or ACTA certification preferred
• Minimum 3–5 years’ experience in training and development or retail customer service, with at least 2 years in a supervisory role.
• Strong communication, interpersonal, and conflict-resolution skills.
• Demonstrated experience in training delivery and staff development.