Customer Service Manager

Location: Ang Mo Kio

Key Responsibilities

• Lead, manage, and mentor the daily operations of the customer support team.
• Oversee the professional, timely handling of customer inquiries, quotations, order processing, service requests, and complex escalations.
• Proactively update clients and senior management on order/shipment statuses, risk advice, and operational recommendations.
• Identify and implement workflows and service process enhancements.
• Collaborate closely with internal departments (logistics, engineering, production) to ensure timely order fulfillment.
• Maintain accurate customer reports and operational records while ensuring strict compliance with quality standards and regulatory requirements.

Requirements

• Degree or Diploma in Business Administration, Engineering, Operations Management, or a related discipline.
• Minimum 5 years of relevant working experience in a managerial or senior leadership role.
• Prior experience in the machinery, industrial equipment, or technical service industries is highly advantageous.
• Proficiency in spoken and written Chinese is an asset (to liaise effectively with Chinese-speaking customers and regional associates).
• Exceptional leadership, conflict-management, and multi-tasking skills in a fast-paced environment.
• Willingness to support urgent customer needs after standard office hours when required.

Aurora Asia Pacific (21C0671)| Stephanie Luan (R21100585)