Job Summary

The Customer Service Manager will support the Customer Service Director in overseeing and optimizing three core service areas: Field Service, Outsourced Call Centre, and Service Centre Operations. This role is critical in ensuring high-quality customer experiences, operational efficiency, and alignment with company service standards.

Key Responsibilities

1. Field Service & Service Centre Operations

• Oversee field service and service centre operations, including scheduling, resource allocation, repair workflows, and turnaround times.
• Lead, coach, and manage large service teams, including supervisors and technicians, to ensure service excellence.
• Ensure consistent service standards, productivity, quality, and customer satisfaction across all service activities.
• Drive continuous improvement by identifying process gaps, optimizing workflows, and improving manpower and cost efficiency.
• Execute operational plans, ensure compliance with internal policies and industry practices, and achieve service objectives on a monthly, quarterly, and annual basis.

2. Outsourced Call Centre Management

• Act as the primary liaison for the outsourced call centre and oversee day-to-day operational performance in line with service strategy.
• Monitor performance against SLAs, KPIs, and quality standards, resolving operational issues to ensure productivity.
• Drive continuous improvement through analysis of service trends and performance data.
• Identify service gaps, implement best-practice improvements, and ensure effective coordination between call centre, field service, and service centre operations.

3. Service Governance & Continuous Improvement

• Assist the Customer Service Director in developing and implementing service policies, procedures, and KPIs.
• Prepare and analyse operational reports on service performance, costs, and customer satisfaction.
• Identify gaps, risks, and improvement opportunities across all service channels.
• Support service transformation and process improvement initiatives.

4. Customer Complaint Management & Escalation

• Manage and resolve escalated customer complaints across all service channels in a timely and professional manner.
• Act as a key escalation point for complex service disputes, working closely with internal stakeholders to achieve fair and compliant outcomes.
• Ensure proper documentation, investigation, and closure of complaint cases in accordance with companypolicies and regulatory guidelines.
• Analyse complaint trends and implement corrective and preventive actions to improve overall service quality.

5. Legal & Regulatory Case Support

• Support the organisation in handling formal customer disputes, including preparation of service records and investigation reports for mediation or legal review.
• Assist in attending mediation sessions or formal hearings (e.g. Small Claims Tribunal) when required, in coordination with management and legal counsel.

Qualifications and Experience

Education

• Diploma or Degree in any discipline.

Experience

• Minimum 5-8 years of experience in customer service or service operations within an IT, technology, or computer servicing environment.
• Proven experience managing big service operations with 20 people across multiple operational functions.

Skills & Competencies

• Good communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Customer-oriented with a professional and friendly demeanour.
• Ability to work independently and collaborate with internal teams.
• Strong customer complaint handling and dispute resolution skills, with the ability to manage difficult conversations professionally and confidently.
• Ability to handle legal-related service matters, including court attendance, mediation, and regulatory case follow-ups.
• Sound judgment and decision-making skills when managing complaint cases.
• Strong written communication skills for preparing investigation reports, responses, and legal documentation.
• Resilient, calm under pressure, and capable of managing challenging customer, legal situations and operations issues