Customer Service Manager

Job Description: Customer Service Manager

Location: Tampines
Work Schedule: 5 Days, 9:00 AM - 6:00 PM

Position Overview

We are seeking a dynamic and results-driven Customer Service Manager to lead our front-line team. In this pivotal role, you will be responsible for ensuring the delivery of exceptional service standards, driving customer satisfaction and retention, and optimizing department operations. The ideal candidate is a strategic leader who excels in coaching teams, managing key client relationships, and implementing process improvements in a fast-paced environment.

Key Responsibilities

1. Team Leadership & Development

• Lead, mentor, and motivate a team of customer service professionals to achieve excellence in service delivery.

• Foster a culture of accountability, continuous improvement, and a customer-centric mindset.

• Conduct regular coaching sessions and performance reviews to develop team capabilities in sales lead management, proposal generation, and service order processing.

2. Operational Excellence & Service Delivery

• Oversee the daily operations of the customer service department, ensuring efficient and timely resolution of all customer inquiries, issues, complaints, and escalations.

• Maintain rigorous standards for data integrity within customer records, service documentation, and filing systems.

• Champion the adoption of new systems and digital tools to enhance service efficiency and effectiveness.

3. Key Account & Relationship Management

• Manage relationships with major client accounts, ensuring contract compliance, conducting regular service reviews, and acting as the primary point of escalation.

• Utilize annual survey data and ongoing feedback to strengthen client partnerships and drive retention.

4. Performance Analysis & Process Improvement

• Develop, monitor, and report on departmental KPIs and service level agreements.

• Analyze customer feedback, service trends, and complaint data to identify root causes and lead targeted improvement initiatives.

• Prepare and present comprehensive monthly performance and operational reports to key stakeholders.

• Maintain and continuously update Standard Operating Procedures (SOPs), the department manual, and training programs.

5. Cross-Functional Collaboration

• Partner closely with the Business Development team to align service delivery with sales promises and customer expectations.

• Serve as the key liaison with Logistics, Operations, Service, and Global teams to resolve issues and ensure a seamless end-to-end customer experience.

• Provide data-driven insights to support strategic decisions across departments.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field.

• Minimum of 2 years of experience in a supervisory or team leadership role within Customer Service.

• Proven track record in managing team performance, client relationships, and operational processes.

• Strong analytical skills with the ability to translate data into actionable strategies.

• Excellent communication, interpersonal, and problem-solving skills.

• Proficient in CRM software and Microsoft Office Suite experience with digital transformation projects is a plus.