Customer Service Manager

Role Overview

As the Customer Service Manager, you will own the end-to-end customer satisfaction and after-sales experience globally. From pre-development through to the end of the product life cycle, you will ensure service levels are maintained, systems are optimized, and customers are empowered through self-service tools and structured support frameworks.

This is a senior role suited to a commercially minded, systems-driven professional with proven international customer service leadership experience in the manufacturing or furniture.

Key Responsibilities

Online Service Portals (Formstack & Freshdesk)

• Build and manage customer-facing online service portals aligned to each customer's SLA and AI requirements.
• Develop warranty, spare parts, and innovation troubleshooting forms for all customer products.
• Train customers and internal teams on portal usage; drive self-service adoption.
• Monitor ticket progress via Freshdesk; ensure timely issue resolution.
• Extend Formstack support to other departments (Maintenance, QC, HR) where required.

Service Level Agreements (SLA)

• Ensure every customer has a signed SLA in place; establish standard baselines where none exist.
• Review and negotiate customer-proposed SLAs in line with BSSB's operational benchmarks.
• Lead all customer-facing SLA dialogue diplomatically; escalate to Business Development for complex negotiations.
• Maintain understanding of customer systems to ensure SLAs are mutually beneficial.

Customer Communication & Management

• Design and implement standardized communication channels across all customer touchpoints.
• Monitor communication quality; use it as a training and benchmarking tool.
• Track KPIs for communication efficiency and resolution time against SLA targets.
• Build and manage a knowledge base for training, self-help, and automation.
• Migrate all customer communication to a unified channel.

Reporting

• Generate monthly individual region reports and a consolidated Global Customer Service report.
• Present findings to BD, Operations, and QC teams; drive action plan closure.
• Review and update SOPs at each reporting cycle to ensure accountability.

Training & Support

• Lead QR Code and online service training for internal teams and retail partners.
• Collaborate with the 3D team to produce assembly and troubleshooting video content.
• Build a cost-effective salesforce education programme to enhance product knowledge and confidence.

Budget Management

• Adhere to and manage service budgets; minimize external service provider dependency.
• Reduce service labour costs per unit through online efficiency gains.
• Present cost reduction plans and results every 6 months.

Showroom & Social Media

• Supervise showroom product setup, dismantling, and inventory management.
• Manage the company's social media pages and create brand-aligned digital content.

Team Management

• Lead and develop the Customer Service team structure and capability.
• Manage special projects as directed by management within the role's scope.

Key Performance Indicators (KPIs)

• Ticket volume resolved within SLA timeframes
• Customer satisfaction scores (CSAT / NPS)
• Timely response rate to customer requests
• Effectiveness of customer service tools and processes
• Service improvement initiatives launched and measured
• Quality and timeliness of monthly reports
• Service operation centralization progress
• Spare part stock management efficiency
• Customer relationship health and retention
• Product service knowledge scores (internal & retailer)
• Department development milestones

Job Requirements

• Bachelor's degree in Business Administration, Operations Management, Communications, or a related field (required).
• Postgraduate qualification or professional certification in Customer Experience / Service Management is an advantage.
• Minimum 7 years of progressive customer service experience, with at least 3 years in a managerial capacity.
• Proven track record managing global or multi-regional customer service operations.
• Experience in the manufacturing, furniture, or durable goods industry is strongly preferred.
• Demonstrated success implementing CRM/ticketing systems (Freshdesk, Zendesk, or equivalent).
• Experience designing and managing SLAs, SOPs, and service KPIs.
• Excellent command of English (written and spoken); additional language proficiency (Mandarin, Arabic, or European language-French) is advantageous given BSSB's global market base.
• Willing and able to travel frequently to key markets as needed to support customer service and drive sales operations effectively.
• Strong leadership, coaching, and cross-functional team management skills.
• Commercially astute with budget accountability experience.
• Proficient in digital service tools: Freshdesk, Formstack, CRM platforms, social media management.
• High cultural intelligence and adaptability.
• Data-driven mindset with the ability to translate customer insights into actionable improvements.
• Excellent stakeholder management and diplomatic communication skills.
• Proactive, self-motivated, and results-oriented with a customer-first mindset.
• Comfortable in a fast-paced, cross-cultural manufacturing environment.
• High integrity, collaborative, and committed to continuous improvement.
• This role will report to the Head of Global Sales.