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
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
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
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
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Customer Service Manager - Singapore - Tap Growth ai
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
Customer Experience
Process & Operations
Requirements
Ready to make an impact? Apply now and let's grow together
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