Customer Service Manager (Contact Centre)

Roles & Responsibilities

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 are seeking a proactive, results-driven Customer Service Manager (CS Manager) to lead our Customer Service Sales (CSS) team. This role is critical in delivering exceptional customer experiences while driving sales growth. The ideal candidate will combine a customer-centric approach with a strong commercial mindset, and possess the capability to structure and optimize service processes in line with business objectives.

Responsibilities :

Customer Feedback and Resolution Management

• Monitor and respond promptly and professionally to customer complaints across platforms including Google Reviews, social media, and direct online inquiries.
• Develop and implement strategies to enhance customer satisfaction and proactively address recurring concerns.
• Leverage service recovery and customer interactions as opportunities to strengthen relationships and drive incremental sales.

Team Performance & KPI Achievement

Process Optimization & Workflow Structuring

Project Management & Business Alignment

Requirements :

Strong capabilities in process optimization, team leadership, and workflow management.

Excellent command of written and spoken English.

Tell employers what skills you have

Coaching

Upselling

Operational Excellence

Customer Experience

Service Recovery

Customer Service Representatives

Workflow Management

Project Management

Team Leadership

Telecommunications

Customer Satisfaction

Process Optimization

Customer Service

Service Delivery