- Lead and execute the Customer Service strategy for the Singapore market, overseeing daily operations while driving continuous training and coaching initiatives.
- Manage, mentor, and coach Customer Service team leads and agents to achieve high standards of quality and productivity, ensuring an optimal customer experience.
- Develop, refine, and optimize operational processes to improve efficiency, service quality, and overall team performance.
- Design and implement structured training, quality assurance, and development programs to upskill both new and existing team members, providing actionable feedback and clear career progression pathways.
- Recruit, structure, and scale the Customer Service team to ensure sufficient manpower support and sustainable team development.
- Collaborate with senior leadership to share frontline customer insights and provide data-driven recommendations to enhance overall user experience and service design.
- Minimum 5 years of experience in customer service, including team management responsibilities.
- Proven experience in building and scaling teams, with established QA frameworks and structured training programs.
- Experience in financial industry is advantageous.
- Strong problem-solving capabilities with demonstrated ability to manage complex customer and team-related challenges.
- Highly attentive to detail with a structured and analytical approach to decision-making.
- Thrives in fast-paced, high-growth environments.
- Willing to take ownership and support the team directly to achieve operational goals under pressure.
- Excellent command of English with strong interpersonal and communication skills. Additional language proficiencies will be an added bonus.
- Confident in proposing and implementing new initiatives.
- Comfortable challenging ideas constructively and driving improvements within tight timelines.
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Customer Service Manager - Singapore - confidential
Description
Key Responsibilities
Requirements
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Service Management Manager
Only for registered members Singapore
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Manager, Services Management
NTT DATA, Inc.- Singapore
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Manager, IT Service Management
Full time NCS Hong Kong and Singapore- Singapore
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IT Service Management
Only for registered members Singapore
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Service Manager
Only for registered members Singapore
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IT Service Manager
Only for registered members Singapore
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Manager (IT Service Management)
Only for registered members Singapore, Singapore, Singapore
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IT Service Management
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IT Service Manager
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Service Management
Full time IBM- Singapore
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Weichai Singapore Pte Ltd- Singapore
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Beyondsoft Singapore- Singapore
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Service Manager
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Service Manager
Full time ADECCO PERSONNEL PTE LTD- Singapore
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Service Manager
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IT Service Manager
Only for registered members Singapore
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Service Management
Only for registered members Singapore
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Service Manager
Only for registered members Singapore, Singapore, Singapore, Singapore
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IT Service Manager
Only for registered members Singapore
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IT Service Management
Only for registered members Singapore
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Service Manager
Only for registered members Singapore