Service Excellence & Operations Assistant Manager

good job creations (singapore) pte. ltd.; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

good job creations (singapore) pte. ltd. is seeking a Customer Service Manager to lead daily customer interactions and manage a team across email and social media channels. You will uphold service standards while resolving escalations and guiding process improvements.

The role requires 5+ years in customer service, CRM proficiency, and strong analytical skills. Experience in F&B/hospitality or retail is an advantage, with a focus on KPIs and continuous CX enhancement.

Qualifications

• Minimum 5 years in Customer Service, Customer Support, or Customer Experience.
• Experience handling escalated complaints and developing SOPs.
• Proficiency with CRM systems and service platforms.
• Strong analytics to translate feedback into improvements.
• F&B, hospitality, or retail experience is a plus.

Responsibilities

• Manage daily customer enquiries via email and social media channels.
• Resolve complaints professionally and uphold service standards.
• Investigate escalated issues and coordinate with internal teams.
• Monitor CSAT and recommend service improvements.
• Develop and maintain customer support SOPs, templates and guidelines.
• Establish workflows for enquiries, complaints and escalations.
• Track service KPIs: response time, resolution time, CSAT.
• Support CRM implementation, testing, design and process optimisation.
• Suggest CRM enhancements to improve efficiency and reporting.
• Maintain accurate customer data within the CRM platform.
• Supervise daily team operations and allocate workloads.
• Coach and develop team members to improve service quality.
• Analyse feedback, trends and recurring issues.
• Prepare performance reports and recommend CX improvements.

Skills

CRM proficiency

Analytical skills

Customer service excellence

Escalation management

F&B/ hospitality experience

Job description

[Job ID: 1651781]

Responsibilities

• Manage daily customer enquiries via email and social media channels.
• Resolve customer complaints professionally and ensure adherence to service standards.
• Investigate escalated customer issues and coordinate with internal teams for timely resolution.
• Monitor customer satisfaction levels and recommend service improvements.
• Develop and maintain customer support SOPs, response templates, and service guidelines.
• Establish and enhance workflows for enquiries, complaints, and escalation management.
• Track service KPIs, including response time, resolution time, and customer satisfaction metrics.
• Support CRM system implementation, user testing, workflow design, and process optimisation.
• Recommend CRM enhancements to improve operational efficiency and reporting capabilities.
• Maintain accurate customer data within the CRM platform.
• Supervise daily team operations and allocate workloads effectively.
• Coach and develop team members to improve service quality and operational performance.
• Analyse customer feedback, complaint trends, and recurring operational issues.
• Prepare regular performance reports and recommend customer experience improvement initiatives.

Requirements

• Minimum 5 years of experience in Customer Service, Customer Support, or Customer Experience.
• Experience handling escalated customer complaints and complex customer issues, developing SOPs and improving customer support processes.
• Proficiency in CRM systems and customer service platforms.
• Strong analytical skills with experience translating customer insights into business improvements.
• Experience in the F&B, hospitality, or retail industry is an added advantage.

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