Customer Service Manager jobs in Singapore

The Customer Service Manager will support the Customer Service Director in overseeing and optimizing three core service areas: Field Service, Outsourced Call Centre, and Service Centre Operations. This role is critical in ensuring high‑quality customer experiences, operational efficiency, and alignment with company service standards.

• Field Service & Service Centre Operations
  • Oversee field service and service centre operations, including scheduling, resource allocation, repair workflows, and turnaround times.
  • Lead, coach, and manage large service teams, including supervisors and technicians, to ensure service excellence.
  • Ensure consistent service standards, productivity, quality, and customer satisfaction across all service activities.
  • Drive continuous improvement by identifying process gaps, optimizing workflows, and improving manpower and cost efficiency.
  • Execute operational plans, ensure compliance with internal policies and industry practices, and achieve service objectives on a monthly, quarterly, and annual basis.
• Outsourced Call Centre Management
  • Act as the primary liaison for the outsourced call centre and oversee day‑to‑day operational performance in line with service strategy.
  • Monitor performance against SLAs, KPIs, and quality standards, resolving operational issues to ensure productivity.
  • Drive continuous improvement through analysis of service trends and performance data.
  • Identify service gaps, implement best‑practice improvements, and ensure effective coordination between call centre, field service, and service centre operations.
• Service Governance & Continuous Improvement
  • Assist the Customer Service Director in developing and implementing service policies, procedures, and KPIs.
  • Prepare and analyse operational reports on service performance, costs, and customer satisfaction.
  • Identify gaps, risks, and improvement opportunities across all service channels.
  • Support service transformation and process improvement initiatives.
• Customer Complaint Management & Escalation
  • Manage and resolve escalated customer complaints across all service channels in a timely and professional manner.
  • Act as a key escalation point for complex service disputes, working closely with internal stakeholders to achieve fair and compliant outcomes.
  • Ensure proper documentation, investigation, and closure of complaint cases in accordance with company policies and regulatory guidelines.
  • Analyse complaint trends and implement corrective and preventive actions to improve overall service quality.
• Legal & Regulatory Case Support
  • Support the organization in handling formal customer disputes, including preparation of service records and investigation reports for mediation or legal review.
  • Assist in attending mediation sessions or formal hearings (e.g., Small Claims Tribunal) when required, in coordination with management and legal counsel.

• Education
  • Diploma or Degree in any discipline.
• Experience
  • Minimum 5–8 years of experience in customer service or service operations within an IT, technology, or computer servicing environment.
  • Proven experience managing large service operations with 20 people across multiple operational functions.
  • Good communication and interpersonal skills.
  • Strong organizational and multitasking abilities.
  • Customer‑oriented with a professional and friendly demeanour.
  • Ability to work independently and collaborate with internal teams.
  • Strong customer complaint handling and dispute resolution skills, with the ability to manage difficult conversations professionally and confidently.
  • Ability to handle legal‑related service matters, including court attendance, mediation, and regulatory case follow‑ups.
  • Sound judgment and decision‑making skills when managing complaint cases.
  • Strong written communication skills for preparing investigation reports, responses, and legal documentation.
  • Resilient, calm under pressure, and capable of managing challenging customer, legal situations and operations issues.

• Good communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Customer‑oriented with a professional and friendly demeanour.
• Ability to work independently and collaborate with internal teams.
• Strong customer complaint handling and dispute resolution skills, with the ability to manage difficult conversations professionally and confidently.
• Ability to handle legal‑related service matters, including court attendance, mediation, and regulatory case follow‑ups.
• Sound judgment and decision‑making skills when managing complaint cases.
• Strong written communication skills for preparing investigation reports, responses, and legal documentation.
• Resilient, calm under pressure, and capable of managing challenging customer, legal situations and operations issues.

Location: D22 Jurong, Jurong Island, Tuas, SG