Customer Service Manager - Singapore - Tap Growth ai

    Tap Growth ai
    Tap Growth ai Singapore

    4 days ago

    $62,000 - $98,000 (SGD) per year *
    Description

    We're Hiring: Customer Service Manager

    Location: Singapore, Singapore

    Work Mode: Work From Office

    Role: Customer Service Manager

    Overview


    We are seeking a customer-focused Customer Service Manager to lead and elevate our Customer Service Specialist (CSS) team, strengthening the connection between retail operations and customers. This role will build a high-performing contact centre supporting both physical and digital channels, managing local and offshore teams while ensuring exceptional, brand-aligned customer experiences.



    Key Responsibilities


    Team Leadership

    • Lead, coach, and develop local and offshore customer service teams

    • Drive KPIs (response time, resolution rate, CSAT, sales conversion)

    • Foster a service-driven, sales-oriented culture

    • Monitor performance and provide ongoing feedback

    Customer Experience

    • Oversee multi-channel support (chat, social media, reviews, email)

    • Manage escalations professionally to ensure retention

    • Analyze feedback and service data to improve quality and touchpoints

    • Ensure consistent tone and service standards

    Process & Operations

    • Develop SOPs, workflows, and scalable service frameworks

    • Implement data-driven improvements to enhance efficiency

    • Standardize communication aligned with brand guidelines

    • Collaborate with Retail, Marketing, Product, and Logistics teams



    Requirements

    • Bachelor's degree

    • 3+ years in customer service or sales leadership (retail, telco, or e-commerce preferred)

    • Proven KPI achievement and revenue contribution

    • Experience managing remote/offshore teams (up to 30 staff)

    • Strong process optimization and performance management skills

    • Excellent English communication; Mandarin proficiency preferred

    • Strong stakeholder management and data-driven decision-making skills


    Ready to make an impact? Apply now and let's grow together

    * This salary range is an estimation made by beBee
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