Customer Service Manager – Lead Team & Drive Satisfaction

About the role

Our company is seeking a motivated and experienced Customer Service Manager to lead the customer service department across Singapore. You will be responsible for delivering outstanding service, developing loyalty programmes and setting clear satisfaction targets for the team.

Key responsibilities

• Supervise day‑to‑day operations of the customer service department.
• Respond promptly to customer issues and ensure timely resolution.
• Create and maintain effective service procedures, policies and standards.
• Set customer satisfaction goals and coordinate with the team to achieve them consistently.
• Implement and manage a customer loyalty programme.
• Maintain accurate records of all service activities and discussions.
• Analyse service statistics and prepare detailed reports.
• Hire, train and develop new customer service agents.
• Manage the department’s approved budget.
• Stay updated on the latest industry techniques and best practices.

Required profile

• Proven experience in a customer service role.
• Outstanding written and verbal communication skills.
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal abilities.

Required skills

• Microsoft Office proficiency
• Experience with customer service software