1,334 Customer Service Manager jobs in Singapore

Overall Responsibility

The Customer Service Manager may be expected to work at various levels, from direct liaison with management to the front end of the business dealing directly with principals and customers. You are expected to understand our customers' requirements and exceed their expectations whenever possible. The main aim is to provide operational efficiency with the goal of attaining excellent customer service.

Essential Functions

Customer Service Manager is to ensure that the team delivers the highest standards of service to customers at all times in order to maximize customer satisfaction.

• Lead and manage a team of Customer Service Executives
• Attend to customers who call-in with enquiries, quotations, complaints or directing them to the appropriate salesperson.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints and comments, as well as actions taken.
• Follow up to ensure that appropriate actions are taken on customers' requests.
• Assist salespersons to prepare quotations for customers.
• Process sales orders, delivery orders and tax invoices.
• Provide delivery status or updates of customers' orders, coordinate changes if necessary.
• Update changes in customers' information
• Update inventory records, customers' sales records and price change information.
• Coordinate with accounts department for debit/credit notes and goods return.
• Coordinate with store for collection and delivery of goods.
• Procurement planning, issue Purchase Orders and update outstanding purchase order
• Provide basic financial data entry support when required.

• Supporting the team and business partners in their commercial activities.

• To support tasks associated with sales and marketing in generating and supporting sales.

• Manage local marketing activities such as exhibitions, advertisements, contact to agencies etc.
• Perform any other Ad Hoc projects and assignments as and when required.

About Gain City

At Gain City, we deliver expertise and quality solutions in air-conditioning, home appliances and consumer electronics. Established in 1981, Gain City is a trusted household name in Singapore. We take pride in our strong customer focus, innovative spirit, and commitment to service excellence. With a dynamic workforce and a network of stores and service centres island wide, we offer a vibrant and growth-oriented environment where employees are empowered to thrive, take ownership and make a real impact.

About the Role

We are seeking a Customer Service Operations (CSO) Manager to lead, coach and develop our frontline customer service teams. You will be responsible for overseeing day-to-day operations, ensuring high service standards, and driving continuous improvement in customer experience. This role bridges strategy and operations — supporting senior leadership in shaping service excellence while ensuring smooth execution by the CSO teams.

Key Responsibilities

·    Supervise and manage Customer Service Officers (CSOs), including scheduling, training, and performance management.

·    Oversee daily service operations to ensure timely responses to customer inquiries, calls, and complaints.

·    Resolve escalated customer issues effectively and professionally, ensuring positive outcomes.

·    Develop and implement service standards, processes, and communication guidelines to drive consistency.

·    Monitor KPIs such as response time, resolution rate, CSAT, and first-contact resolution; identify and address areas of improvement.

·    Collaborate with cross-functional teams (logistics, retail, IT) to streamline workflows and improve service delivery.

·    Explore and adopt customer service tools/CRM systems to enhance team efficiency.

·    Prepare reports on service performance and customer insights for management review.

·    Ensure compliance with company policies, SOPs, and regulatory requirements.

Qualifications and Requirements

·    Minimum Diploma or Degree in Business, Communications, or related field.

·    At least 3–5 years of experience in customer service, with supervisory/managerial exposure.

·    Strong leadership and people management skills with proven ability to coach and develop teams.

·    Proficient in CRM systems and customer support tools.

·    Strong problem-solving, communication, and conflict resolution skills.

·    Customer-oriented mindset with the ability to manage high-volume and fast-paced service environments.

·    Willingness to work on a roster basis, including weekends and public holidays when required.

What We Offer

At Gain City, we are committed to the growth and development of our employees. You will be offered various learning and development opportunities and a collaborative, forward-thinking and growth-focused work environment to thrive in your career. You will also receive a comprehensive benefits package.

Join Our Team

If you are passionate about empowering people, fostering organizational growth and leading impactful strategies, apply now to be a part of our growing team

Note

• Only shortlisted candidates will be notified

About Us:

With 14 years in the industry, Mister Mobile is Singapore's trusted leader in mobile services. Our vision is to empower people through technology and provide exceptional service. We offer top trade-in prices and rigorously inspected new and used devices. Our warm and friendly team fosters a culture of care and collaboration, ensuring that every customer experience is met with a personal touch. As a market leader in the mobile service provider industry, we have obtained ISO certification and CaseTrust accreditation as well as a Carousell InstantBuy Award. We have also received more than 15,000+ positive reviews on our services.

As a fast-growing company, we cultivate a collaborative and inclusive workplace. We prioritize employee development and uphold key values such as innovation, customer satisfaction, and teamwork while offering opportunities for career growth and mentorship.

Profile:We are seeking a proactive, results-driven Customer Service Manager (CS Manager) to lead our Customer Service Sales (CSS) team. This role is critical in delivering exceptional customer experiences while driving sales growth. The ideal candidate will combine a customer-centric approach with a strong commercial mindset, and possess the capability to structure and optimize service processes in line with business objectives.

Responsibilities:

Customer Feedback and Resolution Management

• Monitor and respond promptly and professionally to customer complaints across platforms including Google Reviews, social media, and direct online inquiries.
• Develop and implement strategies to enhance customer satisfaction and proactively address recurring concerns.
• Leverage service recovery and customer interactions as opportunities to strengthen relationships and drive incremental sales.

Team Performance & KPI Achievement

• Lead and inspire the CSS team to deliver on KPIs such as response time, resolution rate, customer satisfaction, and sales conversion.
• Build a sales-driven culture that encourages upselling, cross-selling, and value-added interactions.
• Drive performance through regular reviews, coaching, and continuous skills development.

Process Optimization & Workflow Structuring

• Streamline and enhance sales and customer service processes to drive efficiency, scalability, and operational excellence.
• Leverage data-driven insights to identify gaps, recommend improvements, and implement best practices, while collaborating with cross-functional teams to address root causes and drive continuous improvement.
• Standardize workflows to ensure consistency, reliability, and quality across all digital customer touchpoints including live chat, email, and social platforms.

Project Management & Business Alignment

• Manage CSS-related project requirements and ensure execution aligns with overall company goals.
• Partner cross-functionally with Marketing, Product, Logistic and Operations to optimize the end-to-end customer journey.
• Capture customer pain points and translate them into strategic insights that enable cross-business units to enhance systems and service delivery.

Requirements:

• Bachelor's degree in any discipline.
• Minimum 3 years' experience in customer service or sales leadership, preferably within telecommunications, retail, or e-commerce.
• Proven ability to achieve KPIs and drive revenue growth.
• Strong capabilities in process optimization, team leadership, and workflow management.
  
  Excellent command of written and spoken English.
• Proficiency in Mandarin is advantageous.
• Able to lead and collaborate effectively with a remote team of up to 30 customer service representatives based outside Singapore.

Customer Service Manager responsibilities include:

• Enhancing customer service experience in courier services , create engaged customers and facilitate organic growth

• Taking ownership of customers issues and following problems through to resolution

• Setting a clear mission and deploying strategies focused towards that mission

Job brief

We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Responsibilities

• Improve customer service experience in courier services, create engaged customers and facilitate organic growth

• Take ownership of customers issues and follow problems through to resolution

• Set a clear mission and deploy strategies focused towards that mission

• Develop service procedures, policies and standards

• Keep accurate records and document customer service actions and discussions

• Analyse statistics and compile accurate reports

• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

• Keep ahead of industry's developments and apply best practices to areas of improvement

• Control resources and utilise assets to achieve qualitative and quantitative targets

• Adhere to and manage the approved budget

• Maintain an orderly workflow according to priorities

Requirements and skills

• Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager

• Experience in providing customer service support

• Excellent knowledge of management methods and techniques

• Proficiency in English

• Working knowledge of customer service software, databases and tools

• Awareness of industry's latest technology trends and applications

• Ability to think strategically and to lead

• Strong client-facing and communication skills

• Advanced troubleshooting and multi-tasking skills

• Customer service orientation

• BS degree in Business Administration or related field

• Attractive salary package

• Promising career prospects

• Work-life balance

Job Scopes:

• Manage customer service team and operations
• Support aftersales department
• Develop guidelines, policies, procedures and standards
• Follow up all customer complaints and ensure closure to all cases
• Responsible for all levels of customer support

Job Requirements:

• Diploma or degree qualification
• 3-5 years of customer service background; automobile/vehicle/car industry will be plus
• Microsoft Office
• Excellent analytical and problem-solving skills
• Ability to work in a fast-paced environment

*** Sincere & Interested applicants, kindly forward your Updated resume (word doc format) to and CC: Allan (R **

About us:

With a strong global presence in over 20 countries, we are the leading digital services provider driving a full suite of digital transformation, cloud, and IT solutions for both enterprise and public sector clients.

Headquartered in Europe with strategic hubs across key markets, our expertise spans multiple industries, enabling organizations to innovate, scale, and thrive in a rapidly evolving digital landscape.

About the role:

Securing and managing the fulfillment of all contracts with a focus on Service Level, Customer Satisfaction, Time, P&L, Quality and Growth. Act as accountable manager of all aspects of the entire service relationship of the customer for Cloud Services.

Responsibilities:

• Act as overall accountable Manager for Cloud Services in an account.
• Lead all Cloud Service topics within the Account House.
• Maintain regular communication on all levels with the customer.
• Ensure fulfillment of the Customer Contract to ensure Customer Satisfaction, in Time delivery, P&L, service and project Quality and Growth. Being Quality advocate for the client.
• Manage Order Entry (OE) of all Cloud Services contributions to Farming and Upsell and foster sales pipeline. Ensure adequate Deal Management is applied to opportunities as required.
• Involve and manage further units (e.g. Expert Sales, Customer Experience Management, Solution Management) to push deals.
• Define and adapt the delivery model in collaboration with the CDM and take care of regular checks on shoring options.
• Where required takeover of MoD (manager on duty) role for the entire organization in case own account involved.
• Lead Customer Satisfaction initiatives.
• Strategic management of customer satisfaction to build long-term customer loyalty.
• Actively run Claim management.
• Conducting Customer and Service Reviews (CDM to present own areas of responsibilities).
• Ensure Continuous Improvement and effective Risk Management is applied on each account.
• Contribute to Innovation Journey of the client, feedback ideas into Account Management and Cloud Services as well to help in building industry expertise.

Requirements:

• Bachelor's Degree in IT, Business, Or related field.
• Min 5-8 years of experience in IT services delivery or consulting.
• Create and foster trustful relationship with clients and partners and embrace value selling.
• Have growth mindset and actively seek and close opportunities (selling).
• Use tools (ServiceNow, AI) to create and share information openly.
• Problem solving and decision making ability.
• Actively train portfolio knowledge and improve personal abilities.
• Be open, resilient and drive change.

Highlights:

• Start-up/ Setup experiences
• Travel experiences
• GDS systems (Amadeus, Sabre, or Travelport)
• Remote and needs of travel

Responsbilities

• Lead and mentor the customer service team across channels (email, chat, phone, social)
• Develop and optimize support workflows, tools, and KPIs
• Handle escalations with professionalism and empathy
• Collaborate with product and operations teams to resolve issues and improve user experience
• Analyze customer feedback to identify trends and drive improvements
• Recruit, onboard, and train new team members
• Champion a customer-first culture across the company

Requirement

• Minimum 5+ years of leadership experience in customer management within the travel industry.
• Proven hands-on experience with both OTAs (Expedia, , etc.) and TMCs (American Express GBT, BCD Travel, CWT, etc.).
• Strong knowledge of GDS systems (Amadeus, Sabre, or Travelport), fare structures, and hotel distribution channels.
• Demonstrated success in managing end-to-end customer service operations.
• Experience in training, coaching, and developing teams.

HOW TO APPLY:

Interested applicants, please email to "".

We regret only shortlisted candidates will be notified.

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The Customer Service Manager will oversee the end-to-end order fulfillment and billing process, acting as the key point of contact for order management for Asia-Pacific. This role ensures timely and accurate processing of customer orders, smooth billing operations, and clear communication across internal teams. The Manager will also deliver revenue performance analysis to Commercial Leaders and the Management Team to support decision-making. Ensuring the team are operating in accordance to corporate policies, International regulations and compliance.

General Responsibilities

1. Team Leadership and Performance Management

• Provide leadership to the Customer Service team to meet corporate and departmental strategic objectives.
• Establish goals and monitor performance achievement through performance reviews.
• Manage and distribute team workload, and support business contingency planning.
• Mentor, coach, and empower team members while promoting a collaborative and high-performing team culture.
• Support the team in removing barriers, resolving conflicts, and driving accountability.
• Communicate, review, and monitor team members' performance against established metrics, policies, procedures, and goals.
• Ensure a safe, compliant, and ethical working environment for all team members.

2. Training and Development

• Ensure team members are well-trained according to Standard Operating Procedures (SOPs), compliance requirements, and job responsibilities.
• Identify learning opportunities and provide relevant training to support continuous development.
• Oversee the execution of mandatory training for direct reports.

3. Cross-functional Collaboration and Compliance

• Collaborate with other departments and peers to develop and implement regional solutions.
• Identify, participate in, and drive system and process improvement initiatives.
• Communicate requirements effectively to both internal team members and external stakeholders.
• Maintain knowledge of, and ensure compliance with, company policies as well as local labor, safety, and ethics regulations.
• Support all internal and external audits as required.

4. SAP and Operational Responsibilities

• Update and maintain the SAP Material Master to ensure accurate and up-to-date information.
• Manage contract filing and maintain records in the SAP Contract Management system.
• Oversee SAP pricing control, including regular updates and maintenance to ensure pricing accuracy.
• Coordinate the annual Customer Feedback Survey, including preparation, distribution, and response compilation.
• Follow up with relevant partners to ensure timely billing cut-off processes.
• Handle recurring follow-up tasks and generate monthly and yearly reports as required.

Specific Responsibilities

• Responsible to implement the SOPs for the end-to-end order fulfillment and billing process
• Act as the key point of contact for order management issues, including escalations, ensuring timely resolution and stakeholder communication.
• Maintain awareness and situational involvement in order management activities to proactively address challenges and delays.
• Ensure compliance with established SOPs by setting clear guidelines and operational frameworks for the team.
• Support the Customer Service and Sales Team on the monthly/quarterly billing timeframe
• Analyse and identify root causes of process deficiency and collaborate on solutions to bridge gaps, reduce risks, and drive process improvements.
• Provide regular reporting and updates on the status and progress of the Order Management process to relevant stakeholders.

Requirements

• Relevant Bachelor's degree or equivalent with 6-10 years of similar experiences
• At least 2-3 years of supervisory experience and track record to manage a team of 5
• Experienced in SAP SD module with Knowledge on Order Management and Consignment Business (Knowledge on Letter of Credit will be added advantage)
• High level of integrity and able to work under stress and deliver within work schedules
• Good Interpersonal skills to build rapport across different functions and support to the team
• Meticulous to details and well organised routines
• Self motivated/driven individual who takes initiatives to engage and solve and close the gaps/issues
• Good command of English and skilled at delivering the message to the stakeholders
• Identify problems, facilitate solution brainstorming, and support decision-making processes to drive effective outcomes

Job Description

1. Ensure outstanding customer service by setting high standards, training staff and monitoring service quality

2. Manage and resolve guest complaints professionally and efficiently

3. Oversee daily restaurant operations, including front-of house staff scheduling and performance.

4. Collaborate with the kitchen and management team to ensure seamless service

5. Develop and implement service protocols to enhance guest satisfaction

6. Handle staffing, training and performance evaluations for services teams

7. Work extended hours, including weekends, holidays and peak seasons as required

Requirement

1. Bachelor's degree in Hospitality Management, Tourism, or related field

2. Minimum 10 years of relevant experience in F&B management, preferable in fine dining or upscale Italian restaurants

3. Proven leadership skill with the ability to motivate and manage a team

4. Exceptional communication, problem solving and organisational skills

5. Strong knowledge of restaurant operation, POS systems and reservation management

6. Ability to thrive in a fast paced, high pressure environment

7. Flexibility to work long hours, including evenings, weekends and hoildays