Customer Service Manager (Contact Centre)

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 dynamic Customer Service Manager to lead our Customer Service Specialist (CSS) team and enhance the connection between our retail operations and customers.

In this role, you will take charge of building a high-performing, customer-first contact centre that supports our retail network. You will lead both local and offshore teams, establish best-in-class SOPs, and ensure every customer touchpoint reflects the warmth, care, and efficiency that our brand stands for.

Job Responsibilities:

Lead & Empower the Team

• Manage and coach a team of customer service representatives (including offshore agents) to deliver consistent service excellence.
• Foster a supportive, collaborative environment where the team feels motivated to meet and exceed KPIs in response time, resolution rate, satisfaction, and sales conversion.
• Encourage a proactive sales mindset through genuine service interactions that build loyalty and drive growth.

Deliver Outstanding Customer Experiences

• Oversee all customer interactions across channels — online chat, social media, Google Reviews, and emails.
• Handle escalations with empathy and professionalism, turning service challenges into opportunities to win customers back.
• Use customer feedback to improve service quality and retail touchpoints.

Build Structure & Scale

• Develop clear, efficient SOPs and workflows to support our retail and digital operations.
• Introduce data-driven improvements that enhance speed, consistency, and service quality.
• Standardize communication frameworks so every customer, regardless of channel, experiences the same reliability and care.

Collaborate Across the Business

• Work closely with Retail Operations, Marketing, Product, and Logistics teams to ensure a seamless end-to-end customer journey.
• Identify recurring customer or retail pain points and propose practical solutions that improve 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.
• Strong verbal and written communication skills in English, with the ability to communicate in Mandarin with Mandarin-speaking stakeholders.
• Able to lead and collaborate effectively with a remote team of up to 30 customer service representatives based outside Singapore.

Thank you for applying with us! - Only shortlisted candidates will be notified.