Customer Service Manager (Contact Centre) - #1116393

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.