Customer Service Manager
About the role
We are seeking a dynamic and results-oriented Customer Service Manager to lead our multi-location customer service team, including both outsourced and Singapore-based team members. This role is responsible for managing the full spectrum of customer service operations, supporting/delivering exceptional service levels, and driving cost-effective process improvements in a high-performance environment.
In addition to leading the customer service team, the role will also oversee the front-of-house receptionist team, ensuring a seamless and professional experience for all walk-in visitors and internal stakeholders.
Why Join Us?
This is a high-impact role ideal for proactive personnel who thrives in complex operational environments and is passionate about delivering service excellence. You will play a key role in elevating the customer experience and shaping the frontline face of the organization—internally and externally.
Key responsibilities- Manage the Customer service team by optimizing resource allocation to achieve service quality metrics.
- Manage the day-to-day operations of the Customer service team, providing direct support, guidance, and performance feedback to ensure compliance and the achievement of all service quality metrics.
- Handle and manage complex customer escalations and complaints, providing effective and timely resolutions (working with respective functions head, where needed).
- Serve as a key liaison between Customer Service and internal departments to align strategic priorities and communicate customer-centric insights.
- Provide support and governance oversight to both the outsourced customer contact centre and internal SG-based teams to ensure compliance, consistency, and quality.
- Oversee the day-to-day operations of the receptionist team, ensuring a professional, welcoming, and efficient environment for guests and staff.
- Perform any other duties assigned and undertake any other responsibilities or tasks as assigned.
- Diploma/Degree in Business, operation, hospitality or a related field or its equivalent.
- At least 5–7 years of experience in a customer service or customer-facing role
- Experience in customer centre management, vendor governance, and/or operational analytics preferred.
- Good understanding of customer services, experience metrics and operations.
- Strong interpersonal and communication skills, with the ability to influence cross-functionally and manage conflict diplomatically.
- Customer-centric mindset with a passion for delivering outstanding service.
- Strong verbal, written and interpersonal communication skills are required.