Customer Service Manager (FMCG, Leadership Exp) - Toa Payoh

Adecco is partnering with FMCG company to hire a Customer Service Manager to join their team!

Adecco is partnering with a well-known provider of organic and nutrient-rich superfoods, and we are seeking to hire a Customer Service Manager to join their business permanently! Leading a team of 4, the successful incumbent will be handling order-related inquiries, escalations, refunds, and customer concerns via email.

• During sales period with high order volume, there will be a possibility of working over the weekends (which off-in-lieu will be compensated accordingly).
• Job Type: Full-time, permanent opportunity
• Work location: Central region
• Work hours: Mon-Fri, 9am - 6pm

The Job:

• Oversee a team handling order-related inquiries, refunds, and customer concerns via email and social media channels, ensuring a smooth and efficient customer service process.
• Mentor, train, and develop junior team members to enhance their skills and confidence.
• Handle escalated customer issues with professionalism and efficiency.
• Implement strategies to improve customer satisfaction and retention.
• Collaborate with Marketing & Fulfillment teams to enhance the overall customer experience.
• Monitor service performance metrics and provide regular reports to management.
• Stay updated with industry trends and best practices to drive continuous improvement.

The Talent:

• 5+ years of customer service experience, including 2+ years in leadership.
• Strong problem-solving skills with a proactive, customer-first mindset.
• Excellent leadership, communication, and interpersonal skills.
• Ability to multitask and stay composed under pressure.
• Positive attitude and commitment to exceptional customer service.
• Willing to work on public holidays or weekends during sales periods when necessary.

Next Steps:

• Prepare your updated resume (please include your current salary package with full breakdown such as base, incentives, annual wage supplement, etc.) and expected package.
• To ensure your application is reviewed, attach your resume and email [email protected] to apply. We'd love to hear from you!
• We regret that only shortlisted candidates will be notified.

Personnel Registration Number: R2199181