Customer Service Manager jobs in Malaysia
Customer Service Manager
TOMRA SINGAPORE PTE. LTD.
Customer Service Manager
TOMRA SINGAPORE PTE. LTD.
CUSTOMER SERVICE MANAGER
MARTINO AGENCY
Customer Service Manager
Johnson Controls
Customer Service Manager - Up to $4,000 – $4,800 +VB + AWS
Recruit Now Singapore Pte Ltd
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MIDEA (SINGAPORE) PRODUCT PTE. LTD.
Customer Service Manager
PEREGRINE SECURITY PTE. LIMITED
Customer Service Manager
E-CRUIT TEAM PTE. LTD.
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Customer Service Manager
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Customer Service Manager
TIC Traffic International Consortium (S) Pte. Ltd.
Customer Service Manager - Transportation
Cogent Holdings Pte Ltd
CUSTOMER SERVICE MANAGER
LIMONCELLO PTE. LTD.
Senior Freight Customer Service Manager
EA RECRUITMENT PTE LTD
Customer Service Manager
E-Cruit Team Pte Ltd
CUSTOMER SERVICE MANAGER
LIMONCELLO PTE LTD
Singaporean ONLY Customer Service Manager (Degree/B2B/West)
CVista HR Consulting Pte Ltd
Customer service manager
BRISTAR INDUSTRIES PTE LTD
Wealth & HNW Insurance Client Services Manager
Howden
Client Services Manager for SME Banking — Drive Growth
Standard Chartered Bank
Client Services Manager | Private Banking
The Bank of East Asia (BEA)
Customer Service Manager
Job summary
A leading service provider in customer care is seeking a Customer Care Lead in Singapore. Responsibilities include supervising the Customer Care team, ensuring excellent service delivery, managing escalated customer inquiries, and tracking team performance against established KPIs. Candidates should have experience in customer service, strong communication skills, and proficiency with ERP systems. This role requires a dynamic leader who can foster a positive work environment and promote effective problem-solving strategies.
Qualifications
- Experience in customer service, service coordination, or technical support environment.
- Competent using ERP systems and remote diagnostic tools.
- Experience using CRMs beneficial.
Responsibilities
- Supervise daily operations of the Customer Care team.
- Manage escalated customer inquiries and complaints.
- Track team performance against KPIs and SLAs.
- Promote a safe working environment and ensure compliance.
Skills
Tools
TC Singapore– Customer CareLead
Department: Customer Care Higher Manager: Managing Director Immediate Manager: Operations Director Personnel responsibility: 3
The Customer Care Lead is responsible for supervising the daily operations of the Customer Care team to ensure excellent delivery service to customers and partners. This role supports frontline performance, provides guidance to team members, ensures compliance with procedures, and acts as an escalation point for service challenges. The role also coordinates technician and contractor dispatching and installation planning in alignment with business objectives. This role will work to a roster where shifts can be any day of the week including public holidays.
- Oversee frontline execution of customer call handling and case management
- Ensure TOMRA meets contractual requirements and SLAs
- Support onboarding, coaching and skill development of Customer Care Specialists
- Monitor work allocation, shift schedules and adherence to SOPs
- Ensure accurate documentation and ERP system usage (IFS) and other systems
- Provide support for escalated customer inquiries, complaints and technical issues
- Liaise with Service Operations, Technical Support, Sales and onsite partners
- Ensure dispatching and service coordination are executed on time and within SLA
- Track team performance against KPIs, SLAs and quality standards
- Translate organizational KPIs to individual KPIs
- Identify areas for operational improvement and propose enhancement initiatives
- Ensure customer feedback is captured and directed to relevant stakeholders
- Promote a safe working environment and ensure HSE compliance
- Ensure timely reporting of incidents, hazards and operational risks
- Prepare service performance reports as required
- Assist with planning for delivery and installation of customer equipment
- Support execution of service projects and remote machine configuration tasks
- Supervisory oversight of daily team activities
- Provide coaching and performance input to management
- Recommend process improvements and resource adjustments
- Experience in customer service, service coordination or technical support environment
- Competent using ERP systems and remote diagnostic tools
- Experience using CRMs beneficial
- Strong communication and customer service skills
- Efficient problem-solving and decision-making capabilities
- Strong planning, coordination and multitasking skills
- Experience leading small teams or acting as senior representative on duty
- Ability to guide team members and foster a positive work culture
- Tech savvy; familiarity with industrial equipment preferred
- English proficiency and strong written communication
- Second language highly desirable
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.