Call Centre Manager

About BullionStar

BullionStar is the leading bullion dealer in Singapore. With BullionStar, customers are offered a modern platform for trading and holding physical bullion. The online platform is complemented with a newly renovated and expanded bullion shop, showroom and vault in Singapore. BullionStar has an excellent reputation with a review rating of 4.9 on Google Reviews based on more than 5,500 genuine customer reviews.

· We lead in technology - We are the most modern bullion dealer in the world employing proprietary cutting-edge technology into our age-old industry.

· Excellent leadership opportunity - With us, you will lead a growing customer service team and work closely with precious metals experts to shape our service standards.

Interested in the bullion industry? Love being around gold & silver all day? We are hiring an individual for a Sales & Customer Support Manager role. This role offers the opportunity to lead and develop our customer support team in a call centre environment, ensuring that every customer interaction reflects our commitment to excellence, integrity, and service quality.

If a fast-paced, high growth, dynamic and multi-cultural environment excites you, join us on our journey

Package & Benefits

· Salary: up to S$6000/month.

· Bonus: up to 3 months.

· Annual Wage Supplement (AWS) equivalent to 1 month's salary.

· Employee lunch allowance - $20/day.

· Access to employee health and fitness benefit program.

· Employee discount.

Roles & Responsibilities:

• Lead, manage, and motivate a team of customer support specialists in a call centre environment to deliver exceptional service standards.
• Oversee day-to-day operations of the customer support department, including call handling, email responses, and service quality monitoring.
• Establish and refine customer service procedures, policies, and performance standards to ensure operational excellence.
• Drive team performance through regular coaching, training, and feedback sessions to ensure consistent achievement of KPIs and service targets.
• Manage escalations professionally, resolving complex customer issues promptly and effectively.
• Analyse and report on customer service metrics, identifying trends and implementing process improvements.
• Collaborate with other departments to ensure a seamless customer experience and alignment on company objectives.
• Maintain a strong focus on accuracy, confidentiality, and compliance with company policies and data protection standards.
• Foster a positive team culture that encourages collaboration, accountability, and continuous improvement.

Skills & Experience

· Established track record of managing sales or customer service teams in dynamic, commercially focused setting.

· Strong operational leadership skills, able to adjust quickly to shifting market conditions, refine workflows, and maintain high standards of execution.

· Analytical and confident using data, KPIs, and performance metrics to optimize workflows, strengthen team output, and support data-driven decision-making.

· Experienced in guiding teams through change, enhancing processes, and embedding efficient, sustainable workflows.

· Ability to maintain a calm, professional, and decisive approach, resolving complex situations with empathy, clarity, and authority.

· Excellent communicator who is naturally collaborative, and able to motivate and inspire their team.

Who Should Apply?

Please apply if you possess all of the below skills and characteristics:

· Leadership: Proven ability to lead, coach, and inspire a team to achieve results and uphold service standards.

· Customer-Oriented: Passionate about delivering outstanding customer experiences and ensuring every customer is treated with respect and professionalism.

· Analytical: Able to interpret data, identify trends, and translate insights into actionable improvements.

· Excellent Communicator: Strong verbal and written communication skills with proficiency in English. Fluency in additional languages and/or dialects is a plus.

· Adaptable: Capable of multitasking and prioritizing effectively in a fast-paced environment.

· Professional: Displays integrity, sound judgment, and a commitment to upholding company values.

Qualifications

• Diploma or Degree in Business, Communications, or related field.
• Minimum 3 years of experience managing a customer support or call centre team.
• Previous experience in the financial services or e-commerce sectors will be advantageous.

Location & Work Hours

You will be located at BullionStar HQ situated between Chinatown and Clarke Quay, with Clarke Quay MRT located just across the road for convenient commuting.

5-day work week, 1 Saturday inclusive.

Salary and Benefits

The salary is dependent on your capability, experience and skills. The typical starting salary is from SGD 4,000 to SGD 6,000 per month for a driven candidate, plus up to 3 months' bonus.

In addition, BullionStar provides an Annual Wage Supplement (AWS) equivalent to 1 month's salary. BullionStar furthermore offers reimbursement of medical bills and access to an employee health and fitness benefit program.