Busy Bees Asia Hiring! Full Time Customer Service Manager in East Region (Singapore) - Ricebowl

Founded in 1983, Busy Bees is one of the largest and most comprehensive childcare services providers in the world with about 1,000 education locations globally. In Asia, Busy Bees currently manage 15 successful early childhood education brands in Malaysia, Singapore and Vietnam, each with its own distinct strengths. The centres by Busy Bees Asia are renowned for its industry-leading learning environments and high-quality educators. Through about 3,000 passionate educators and education professionals, innovative pedagogy, rigorous curricula, and the use of sophisticated educational technology, Busy Bees Asia is able to touch the lives of more than 15,000 students annually.

Busy Bees Asia is seeking a Customer Service Manager to lead our Customer Service team and oversee the delivery of a high-quality parent enquiry and enrolment experience across our preschool brands.

The successful candidate will be responsible for driving service excellence, supporting team development, improving operational processes, and working closely with various stakeholders to ensure a seamless customer journey from enquiry to enrolment.

Key Responsibilities

• Lead, coach, and develop the Customer Service team to achieve service and conversion targets.
• Monitor team performance, enquiry response times, and customer satisfaction levels.
• Review customer interactions and provide ongoing coaching to enhance service quality.
• Analyse enquiry trends, customer feedback, and operational data to identify improvement opportunities.
• Drive process improvements and implement best practices to improve efficiency and customer experience.
• Collaborate with Marketing, Operations, Centre Leaders, and Enrolment teams to support enrolment objectives.
• Prepare operational reports and workforce planning recommendations.
• Manage escalated customer enquiries and service recovery cases professionally and effectively.
• Ensure compliance with organisational policies, procedures, and service standards.

Requirements

• Mimimum Degree in Business, Communications, Customer Service Management, or a related discipline.
• At least 6–8 years of customer service, contact centre, customer experience, or related experience.
• Minimum 2 years of supervisory or team leadership experience.
• Strong verbal and written communication skills.
• Experience managing high-volume enquiries across multiple communication channels.
• Proficient in CRM systems and customer management tools.
• Demonstrated ability to coach and develop team members.
• Strong stakeholder management and interpersonal skills.
• Excellent organisational and problem-solving abilities.
• Able to manage multiple priorities in a fast-paced environment.
• Possess a customer-centric mindset with a commitment to service excellence.

Why Join Us

• Opportunity to lead and develop a growing customer service team.
• Meaningful role within a purpose-driven education organisation.
• Collaborative and supportive work environment.
• Exposure to customer experience, enrolment operations, and continuous improvement initiatives.
• Career growth and development opportunities.