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Urgent! Customer Success Manager Job Opening In Singapore, Singapore – Now Hiring ASIA GULF CLOUD PTE. LTD.

Customer Success Manager



Job description

OVERVIEW

The Customer Success Manager will be responsible for defining and executing the end-to-end customer service strategy.

This role requires a strong focus on process excellence, team leadership, and ensuring a seamless, high-quality experience for all clients engaging with our banking products and services.

KEY RESPONSIBILITIES

1.

Strategic Process & Workflow Design

  • Own the entire Customer Service journey, including defining and running processes to efficiently handle customer inquiries, inputs, feedback, and complaints across all channels.

  • Develop, implement, and maintain comprehensive Standard Operating Procedures (SOPs) and detailed workflows for all customer service operations, ensuring consistency and adherence to regulatory standards.

  • Support continuous process improvements by identifying recurring systemic issues and suggesting strategic solutions to enhance the overall customer experience (CX).

2.

Customer Management & Resolution

  • Handle customer inquiries across multiple channels with the utmost professionalism and efficiency.

  • Provide timely and accurate information on banking products, services, and transactions.

  • Investigate and resolve complex customer issues, including transaction-related matters, and escalate critical cases to internal teams when necessary.

  • Track and monitor all customer feedback and service metrics, ensuring that issues are addressed proactively and within defined quality standards.

  • Collaborate effectively with internal teams (Operations, Compliance, Product, and Technology) to resolve customer concerns quickly and effectively.

3.

Team Leadership & Development

  • Lead, mentor, and train customer service representatives to ensure the team operates at a high level of performance and maintains a uniform standard of service.

  • Foster a culture of customer advocacy and continuous learning within the team.

4.

Compliance & Reporting

  • Maintain accurate and complete records of all customer interactions and resolutions in accordance with company policies and all relevant regulatory requirements.
    Generate regular reports on customer service performance, identifying trends, pain points, and opportunities for service enhancement.

REQUIREMENTS

  • Degree in Business Administration, or related fields.

  • 5+ years of experience in customer service, preferably within banking or fintech.

  • Strong understanding of digital banking products and common transaction processes.

  • Excellent communication skills in both English and Mandarin, with the ability to handle customer interactions and documentation in both languages.

  • Customer-oriented with strong problem-solving and conflict-resolution skills.

  • Ability to work effectively in a fast-paced, digital-first environment.

  • Familiarity with banking regulations and compliance requirements is an advantage.


Required Skill Profession

Other General



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    Unlock Your Customer Success Potential: Insight & Career Growth Guide


  • Real-time Customer Success Jobs Trends in Singapore, Singapore (Graphical Representation)

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