Customer Service Manager

We're Hiring: Customer Service Manager
Location: Singapore, Singapore
Work Mode: Work From Office
Role: Customer Service Manager
Overview
We are seeking a customer-focused Customer Service Manager to lead and elevate our Customer Service Specialist (CSS) team, strengthening the connection between retail operations and customers. This role will build a high-performing contact centre supporting both physical and digital channels, managing local and offshore teams while ensuring exceptional, brand-aligned customer experiences.
Key Responsibilities
Team Leadership
Lead, coach, and develop local and offshore customer service teams
Drive KPIs (response time, resolution rate, CSAT, sales conversion)
Foster a service-driven, sales-oriented culture
Monitor performance and provide ongoing feedback
Customer Experience
Oversee multi-channel support (chat, social media, reviews, email)
Manage escalations professionally to ensure retention
Analyze feed...