JOBS ALLEY PTE. LTD. Hiring! Full Time CUSTOMER SERVICE MANAGER in , Earn up to SGD 4,500 - Ricebowl

Key Responsibilities

• Lead, coach, and develop a team of customer service representatives and supervisors.
• Establish performance standards, monitor KPIs (CSAT, NPS, FCR, AHT), and report on team metrics.
• Optimize workflows, escalation processes, and knowledge base to improve efficiency and resolution rates.
• Manage staffing, scheduling, and workforce planning to meet service levels.
• Handle escalated customer issues, ensuring timely and satisfactory resolutions.
• Collaborate with Product, Sales, and Engineering to surface customer feedback and recommend product/service improvements.
• Design and deliver training programs and onboarding for new agents.
• Implement and maintain customer service tools (CRM, ticketing systems, chat, phone).
• Drive initiatives to increase customer retention and loyalty.

Qualifications

• 3–7+ years in customer service with at least 2 years in a supervisory/managerial role.
• Proven experience managing teams and improving customer experience metrics.
• Strong familiarity with customer support tools (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) and analytics.
• Excellent communication, conflict resolution, and coaching skills.
• Data-driven mindset; experience using KPIs to guide decision-making.
• Bachelor’s degree in Business, Communications, or related field preferred (or equivalent experience).

Preferred Skills

• Experience in Hospitality.
• Experience with omnichannel support (phone, email, chat, social).

Salary: $3200 - $4500 per month

Interested please email detailed resumes with work experience and attached a most recent photo to *************

Ow Ting Ting (R2094613)

Jobs Alley Pte Ltd (21C0599)

We are a young and energetic Singapore base recruitment agency focusing in both local and foreign recruitment