Senior Customer Service Manager


Job Description

Roles & Responsibilities


  • In-charge of the Customer Relationship Management (database) 
  • Manage the Content Management System (ordering platform for Call center + Website ordering + App ordering)
  • Oversees the Delivery Operations, Coordinators and Riders 
  • Improve customer service experience, engaged customers and facilitate growth
  • Take ownership of customers issues (via call-up,social media posts or email) and follow problems through to resolution
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Maintain an orderly workflow according to priorities
  • Develop objectives for the call center’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
  • Hire, coach and provide training to personnel to maintain high customer service standards
  • Monitor and improve ordering, telephone handling and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare reports for different departments or upper management


  • At least 10 years Operations experience preferably in a Contact/Call Centre
  • Minimum education of Bachelor/ Master’s Degree in relevant courses.
  • Experience in delivering operation services in F&B industry
  • Excellent leadership and people management skills.
  • Ability in data science and analysis is advantageous
  • Has a creative flair, resourceful and ability to think outside of the box
  • Committed to quality with a strong customer focus
  • Proficient in Microsoft Office (especially Word, Excel & Powerpoint)
  • Meticulous, detailed and strong in process administration

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