Job Summary
The Manager / Senior Manager (Customer Service) is responsible for 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.
Candidates with experience managing a computer repair service centre are highly preferred.
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 company policies 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
- More than 7 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
