Customer Service Manager

About the role

Busy Bees Asia is looking for a Customer Service Manager to lead its Customer Service team and ensure a high‑quality parent enquiry and enrolment experience across its preschool brands. You will drive service excellence, support team development, and optimise operational processes from enquiry to enrolment.

Key responsibilities

• Lead, coach and develop the Customer Service team to meet service and conversion targets.
• Monitor performance metrics such as response times and customer satisfaction.
• Review interactions and provide ongoing coaching to improve service quality.
• Analyse enquiry trends, feedback and data to identify improvement opportunities.
• Implement process improvements and best practices for efficiency and experience.
• Collaborate with Marketing, Operations, Centre Leaders and Enrolment teams.
• Prepare operational reports and workforce planning recommendations.
• Manage escalated enquiries and service‑recovery cases professionally.
• Ensure compliance with organisational policies and service standards.

Required profile

• Minimum degree in Business, Communications, Customer Service Management or related field.
• 6–8 years of experience in customer service, contact centre or customer experience.
• At least 2 years of supervisory or team‑lead experience.
• Strong verbal and written communication skills.
• Experience handling high‑volume enquiries across multiple channels.
• Excellent organisational, problem‑solving and stakeholder‑management abilities.
• Customer‑centric mindset with a commitment to service excellence.

Required skills

• Proficiency with CRM systems and customer management tools.

What we offer

• Opportunity to lead and develop a growing customer service team.
• Meaningful role within a purpose‑driven education organisation.
• Collaborative and supportive work environment.
• Exposure to customer experience, enrolment operations and continuous improvement initiatives.