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

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

Lead and

inspire the CSS team to deliver on KPIs such as response time,

resolution rate, customer satisfaction, and sales

conversion.

Build a sales-driven culture that

encourages upselling, cross-selling, and value-added

interactions.

Drive performance through

regular reviews, coaching, and continuous skills

development.

Process

Optimization & Workflow

Structuring

Streamline

and enhance sales and customer service processes to drive

efficiency, scalability, and operational excellence.

Leverage data-driven insights to identify gaps, recommend

improvements, and implement best practices, while collaborating

with cross-functional teams to address root causes and drive

continuous improvement.

Standardize workflows

to ensure consistency, reliability, and quality across all digital

customer touchpoints including live chat, email, and social

platforms.

Project

Management & Business

Alignment

Manage

CSS-related project requirements and ensure execution aligns with

overall company goals.

Partner

cross-functionally with Marketing, Product, Logistic and Operations

to optimize the end-to-end customer journey.

Capture customer pain points and translate them into

strategic insights that enable cross-business units to enhance

systems and service

delivery.

Requirements :

• Bachelor's degree in any discipline.

Minimum 3 years' experience in customer service or sales

leadership, preferably within telecommunications, retail, or

e-commerce.

Proven ability to achieve KPIs and

drive revenue growth.

Strong capabilities in

process optimization, team leadership, and workflow

management.

Excellent command of written and spoken

English.

Proficiency in Mandarin is

advantageous.

Able to lead and collaborate

effectively with a remote team of up to 30 customer service

representatives based outside

Singapore.