Retail Customer Service Manager and Trainer

5 days ago

Bugis, Singapore OG Pte Ltd Full time $60,000 - $120,000 per year

Key Responsibilities

1. Customer Service Management (Enquiries and Feedback)

  • Respond to customer enquiries and feedback received via email, Facebook, and other communication channels.
  • Handle customer issues related to OG membership accounts and the OG eShop.
  • Resolve escalated customer complaints promptly and professionally.
  • Monitor service quality through feedback and implement improvements where necessary.
  • Ensure company policies, procedures, and service standards are consistently met across all departments.

2. Training & Development

  • Plan, develop and conduct training programmes on customer service, selling skills, handling difficult situations, staff coaching, product knowledge, and other relevant topics.
  • Develop and update SOP handbooks to support learning and operational consistency.
  • Monitor staff performance post-training and perform coaching where needed.
  • Conduct periodic refresher courses to reinforce key skills and knowledge.
  • Collaborate with department heads to identify training gaps and work with external providers when appropriate.

3. Staff Leadership, Supervision & HR Support

  • Participate in new staff orientation, employee counselling sessions, disciplinary discussions, and grievance handling in collaboration with HR.

4. Other Responsibilities

  • Serve as the appointed building Fire Safety Manager (training and certification will be provided).
  • Act as Compliance Officer for PSPM (Precious Stones and Precious Metals).
  • Act as Compliance Officer for PDPA (Personal Data Protection Act).

Qualifications, Requirements and other Information

  • 5 day work week
  • Diploma/Degree in Business, Retail Management, or a related field.
  • WSQ Advanced Certificate in Learning and Performance (ACLP) 2.0 or ACTA certification preferred
  • Minimum 3–5 years' experience in training and development or retail customer service, with at least 2 years in a supervisory role.
  • Strong communication, interpersonal, and conflict-resolution skills.
  • Demonstrated experience in training delivery and staff development.

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