Customer Service Manager

About Us:

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.
Profile:
We seek a proactive and results-oriented Customer Service Manager (CS Manager) to lead our Customer Service Support (CSS) team. This role is pivotal in ensuring exceptional customer experiences while driving sales performance. The ideal candidate is not only customer-focused but also possesses a strong sales mindset and the ability to structure and optimize service processes in alignment with business goals.

Job Responsibilities

Customer Complaint & Reputation Management

• Monitor and professionally respond to customer complaints, including Google Reviews, social media feedback, and direct inquiries.

• Demonstrate excellent written English skills in handling customer feedback and managing the company’s online reputation across all communication channels.

• Implement strategies to enhance customer satisfaction and protect brand reputation.

• Analyze feedback trends and collaborate with internal teams to address root causes and prevent recurring issues.

Team Performance & KPI Achievement

• Lead and motivate the CSS team to achieve KPIs, including response time, resolution rate, customer satisfaction, and sales conversion.

• Foster a sales-driven culture that promotes upselling, cross-selling, and value-added interactions.

• Conduct regular performance reviews, coaching sessions, and skills development initiatives.
  

Process Optimization & Workflow Structuring

• Design and continuously improve customer service and sales processes to enhance efficiency and scalability.

• Identify process gaps and use data-driven insights to recommend and implement improvements.

• Standardize workflows and ensure consistent service delivery across all customer touchpoints.

Project Management & Business Alignment

• Manage CSS-related project requirements and ensure execution aligns with overall company goals.

• Collaborate with marketing, product, and operations teams to enhance the end-to-end customer journey.

• Document customer pain points and provide actionable insights to tech and operations teams for system or service enhancements.

Requirement

• Bachelor Degree in any discipline.

• Minimum 5 years of experience in customer service management or sales leadership, preferably in telecommunications, retail, or e-commerce.

• Proven track record of achieving KPIs and driving revenue through service channels.

• Strong skills in process optimization, team building, and workflow structuring.

• Excellent written and spoken English for handling external communications.

• Working proficiency in spoken Mandarin to liaise with internal stakeholders.

• Tech-savvy and comfortable with data analysis for performance improvement

• Experience with Google My Business or similar online review platforms is a plus.