Customer Service Manager

About the role

HRnetOne is looking for a Customer Service Manager based in Singapore. The role leads a cross-functional team across workshop operations, customer service administration and training, takes ownership of end-to-end Centre operations and acts as the reference Centre for South East Asia.

Key responsibilities

• Lead, coach and develop a cross-functional team, and drive talent development, succession planning, recruitment and employee engagement
• Cultivate a high-performance, collaborative culture consistent with the company's leadership principles
• Take ownership of end-to-end Centre operations, ensuring quality, turnaround time and client experience meet targets
• Track workshop capacity and workload allocation to maximize efficiency and delivery
• Keep Customer Service processes aligned with Group requirements and oversee the authorized repair centre network
• Run the Customer Service Training Centre and grow technical and operational capability across the region
• Analyze performance data to improve productivity, quality and customer satisfaction, and lead continuous improvement projects
• Own budgeting, forecasting and resource planning, establish KPIs and report performance insights to management
• Support audits, risk management and compliance with policy, quality standards and internal controls
• Build partnerships with regional and global stakeholders

Required profile

• Bachelor's degree in Business Administration, Engineering, Operations Management or a related field
• 8 to 10 years in Customer Service, After-Sales Service, Operations or Workshop Management
• Proven track record leading medium to large teams in a service, technical or operational environment
• Experience in a regional or multinational organization
• Solid grasp of after-sales operations, service delivery and operational excellence
• Experience managing budgets, forecasting and resource planning
• Background in luxury goods, watchmaking or technical service environments is a strong plus

Required skills

• Strong analytical skills with operational data, KPIs and business metrics
• Leadership and people development capability
• Excellent communication and stakeholder management
• Proficiency in Microsoft Office and business reporting tools