Customer Service Manager

Get AI-powered advice on this job and more exclusive features. With 14 years in the industry, Mister Mobile is Singapore's trusted leader in mobile services. Our vision is to empower people through technology and provide exceptional service. We offer top trade-in prices and rigorously inspected new and used devices. Our warm and friendly team fosters a culture of care and collaboration, ensuring that every customer experience is met with a personal touch. As a market leader in the mobile service provider industry, we have obtained ISO certification and CaseTrust accreditation as well as a Carousell InstantBuy Award. We have also received more than 15,000+ positive reviews on our services. As a fast-growing company, we cultivate a collaborative and inclusive workplace. We prioritize employee development and uphold key values such as innovation, customer satisfaction, and teamwork while offering opportunities for career growth and mentorship. Job Summary: We are seeking a dynamic Customer Service Manager to lead our Customer Service Specialist (CSS) team and enhance the connection between our retail operations and customers. In this role, you will take charge of building a high-performing, customer-first contact centre that supports our retail network. You'll lead both local and offshore teams, establish best-in-class SOPs, and ensure every customer touchpoint reflects the warmth, care, and efficiency that our brand stands for. What You'll Do: Lead & Empower the Team Manage and coach a team of customer service representatives (including offshore agents) to deliver consistent service excellence. Foster a supportive, collaborative environment where the team feels motivated to meet and exceed KPIs in response time, resolution rate, satisfaction, and sales conversion. Encourage a proactive sales mindset through genuine service interactions that build loyalty and drive growth. Oversee all customer interactions across channels — online chat, social media, Google Reviews, and emails. Handle escalations with empathy and professionalism, turning service challenges into opportunities to win customers back. Use customer feedback to improve service quality and retail touchpoints. Build Structure & Scale Develop clear, efficient SOPs and workflows to support our retail and digital operations. Introduce data-driven improvements that enhance speed, consistency, and service quality. Standardize communication frameworks so every customer, regardless of channel, experiences the same reliability and care. Collaborate Across the Business Work closely with Retail Operations, Marketing, Product, and Logistics teams to ensure a seamless end-to-end customer journey. Identify recurring customer or retail pain points and propose practical solutions that improve systems and service delivery. What You Bring: Minimum Bachelor's degree in any discipline. At least 3 years' experience in customer service leadership, ideally within retail, telecommunications, or e-commerce. Proven experience in setting up or managing contact centre operations, including offshore teams of up to 30 agents. Strong skills in SOP development, process optimization, and team management. Excellent communication skills in English and Mandarin. A genuine passion for retail, teamwork, and creating great experiences for both customers and colleagues. You will play a key role in shaping how our retail customers connect with us from inquiry to purchase and beyond. This is your chance to build structure, lead a motivated team, and elevate customer service standards across our retail ecosystem. If you are a hands-on leader who loves people, processes, and purposeful work. We would love to hear from you. Join us now and help us deliver retail service that truly stands out. Seniority level Mid-Senior level Employment type Full-time Industries Retail Referrals increase your chances of interviewing at Mister Mobile by 2x Get notified about new Customer Service Manager jobs in Singapore . We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr