Customer Service Manager – Leadership & Digital Transformation

About the role

The Customer Service Manager will lead a dynamic team to deliver exceptional service standards, drive digital transformation, and manage key client relationships. This role reports to senior management and works closely with Business Development and other departments.

Key responsibilities

• Lead, coach and mentor the customer service team, ensuring high performance and adherence to SOPs.
• Oversee daily operations, handling inquiries, complaints, escalations and ensuring timely resolutions.
• Manage major client accounts, monitor contract compliance and conduct annual service reviews.
• Prepare monthly performance reports, track KPIs and recommend process improvements.
• Analyze customer feedback and service trends to drive continuous improvement initiatives.
• Collaborate with Business Development, Logistics, Operations and other functions to align service delivery with business goals.

Required profile

• Bachelor’s degree in Business Administration, Management or related field.
• Minimum 2 years of experience in customer service or related roles.
• Strong analytical mindset with ability to interpret data and drive improvements.
• Excellent communication and stakeholder management skills.

Required skills

• AWS

What we offer

• Competitive monthly salary SGD 3,800 – 4,200.
• Variable bonus and additional allowances.
• Transport provided to Tuas office.
• Comprehensive welfare benefits and clear career progression path.