Customer Service Manager

4 days ago

Singapore Gain City Group Full time

At Gain City, we deliver expertise and quality solutions in air-conditioning, home appliances and consumer electronics. Established in 1981, Gain City is a trusted household name in Singapore. We take pride in our strong customer focus, innovative spirit, and commitment to service excellence. With a dynamic workforce and a network of stores and service centres island wide, we offer a vibrant and growth-oriented environment where employees are empowered to thrive, take ownership and make a real impact. About the Role We are seeking a Customer Service Operations (CSO) Manager to lead, coach and develop our frontline customer service teams. You will be responsible for overseeing day-to-day operations, ensuring high service standards, and driving continuous improvement in customer experience. This role bridges strategy and operations — supporting senior leadership in shaping service excellence while ensuring smooth execution by the CSO teams. Key Responsibilities Supervise and manage Customer Service Officers (CSOs), including scheduling, training, and performance management. Oversee daily service operations to ensure timely responses to customer inquiries, calls, and complaints. Resolve escalated customer issues effectively and professionally, ensuring positive outcomes. Develop and implement service standards, processes, and communication guidelines to drive consistency. Monitor KPIs such as response time, resolution rate, CSAT, and first-contact resolution; identify and address areas of improvement. Collaborate with cross-functional teams (logistics, retail, IT) to streamline workflows and improve service delivery. Explore and adopt customer service tools/CRM systems to enhance team efficiency. Prepare reports on service performance and customer insights for management review. Ensure compliance with company policies, SOPs, and regulatory requirements. Qualifications and Requirements Minimum Diploma or Degree in Business, Communications, or related field. At least 3–5 years of experience in customer service, with supervisory/managerial exposure. Strong leadership and people management skills with proven ability to coach and develop teams. Proficient in CRM systems and customer support tools. Strong problem-solving, communication, and conflict resolution skills. Customer-oriented mindset with the ability to manage high-volume and fast-paced service environments. Willingness to work on a roster basis, including weekends and public holidays when required. What We Offer At Gain City, we are committed to the growth and development of our employees. You will be offered various learning and development opportunities and a collaborative, forward-thinking and growth-focused work environment to thrive in your career. You will also receive a comprehensive benefits package. Join Our Team If you are passionate about empowering people, fostering organizational growth and leading impactful strategies, apply now to be a part of our growing teamNote Only shortlisted candidates will be notified Be careful - Don’t provide your

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