Assistant Manager, Customer Service

Job Overview

Filken is looking for a hands-on, customer-focused, and results-driven Assistant Manager, Customer Service to support the management and development of our Customer Service team.

In this role, you will work closely with the Customer Service Manager and management team to oversee daily customer service operations, improve team performance, handle escalated customer issues, and enhance the overall customer experience.

This role requires a strong balance of people management, operational excellence, problem-solving, and customer relationship management.

What You'll Be Doing

• Assist in leading and managing the Customer Service team to achieve departmental KPIs and service standards.
• Monitor daily customer service operations and ensure customer enquiries, complaints, and requests are handled promptly and professionally.
• Handle complex or escalated customer complaints and work with relevant departments to provide effective solutions.
• Monitor team performance, provide coaching and guidance, and support employee development.
• Work closely with other departments to improve service efficiency and enhance the overall customer experience.
• Review and improve customer service SOPs, processes, and workflows.
• Prepare and analyze customer service reports, performance data, and customer feedback for management review.
• Support manpower planning, team scheduling, and departmental improvement initiatives.

What We're Looking For

• Minimum 3–5 years of experience in Customer Service, with at least 1–2 years of supervisory or team leadership experience.
• Strong experience in managing customer enquiries, complaints, and escalated cases.
• Proven ability to lead, coach, and motivate a Customer Service team.
• Strong communication, interpersonal, and problem-solving skills.
• Able to handle challenging situations and make sound decisions under pressure.
• Good understanding of customer service operations, KPIs, and performance management.
• Strong organizational skills with the ability to manage multiple priorities.
• Proficient in Microsoft Office and familiar with CRM or customer service systems.
• Experience in a fast-paced, sales-driven, or service-oriented environment will be an added advantage.
• Mandarin communication skills will be an advantage.

If you are passionate about leading people, improving customer experience, and driving service excellence, we welcome you to join Filken.

Apply Now and grow your career with us.

(Only shortlisted candidates will be notified.)