Customer Service Manager

2 weeks ago


Singapore GOLDEN DRAGON MANAGEMENT SERVICES Full time $90,000 - $120,000 per year
Key Responsibilities
  • Lead, coach, and manage the customer service team to deliver excellent support across all touchpoints (phone, email, chat, etc.)
  • Develop and implement customer service policies, standards, and procedures to enhance customer satisfaction
  • Monitor and analyze key performance metrics (e.g. response times, resolution rates)
  • Handle complex customer inquiries or complaints with professionalism and empathy
  • Collaborate cross-functionally with operations, sales, and marketing to improve the overall customer experience
  • Train staff regularly on product knowledge, systems, and customer service techniques
  • Report regularly to senior management on team performance and customer feedback
Requirements
  • Diploma/Degree in Business, Communications, or related field
  • Minimum 3 years of experience in customer service, with at least 2 years in a supervisory or managerial role
  • Excellent communication, interpersonal, and problem-solving skills
  • Strong leadership abilities with a passion for team development
  • Proficient in using customer service software
  • Customer-oriented mindset with a positive, solution-focused attitude


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