CSS Manager

Mister Mobile

Mister Mobile

Since 2010, Mister Mobile has been Singapore’s trusted leader in mobile services, dedicated to empowering people through technology and exceptional care. As an ISO-certified and CaseTrust-accredited market leader with over 15,000 positive reviews, we pride ourselves on transparency, innovation, and a culture of continuous development. We are a fast-growing team that values collaboration and mentorship, providing a supportive environment where our people can thrive while delivering meaningful experiences to our customers.

Job Description

- **Location**: Singapore (Hybrid)
- **Company Overview**:
- Since 2010, Mister Mobile has been Singapore’s trusted leader in mobile services, dedicated to empowering people through technology and exceptional care. As an ISO-certified and CaseTrust-accredited market leader with over 15,000 positive reviews, we pride ourselves on transparency, innovation, and a culture of continuous development.
- We are a fast-growing team that values collaboration and mentorship, providing a supportive environment where our people can thrive while delivering meaningful experiences to our customers.
- **Role Overview**:
- We are looking for a proactive, results-driven Customer Service Sales (CSS) Manager to transform our customer service function into a strategic revenue-generating engine. In this "player-coach" role, you will lead a large remote team to drive sales conversion across digital channels while maintaining our reputation for service excellence. This is a foundational opportunity to build performance architecture, scripts, and data visibility from the ground up.
- **Key Responsibilities**:
- **Drive Sales Revenue & Conversion**: Lead the CSS team to identify sales opportunities (e.g., device purchases, trade-ins, and repairs) from inbound inquiries. Establish structured conversion workflows, follow-up processes, and objection-handling guides to move conversations from queries to store appointments.
- **Lead & Coach a High-Volume Team**: Direct and motivate a remote team of approximately 30 representatives, managing a high-volume environment of roughly 1,800 daily inquiries across chat and email. Implement coaching cadences to foster a sales-driven service culture.
- **Establish Data Visibility & KPIs**: As a "data-builder," you will define key performance indicators and create manual tracking mechanisms or dashboards where automated visibility is currently limited. Use these insights to optimize response times, conversion rates, and revenue contribution.
- **Service Recovery & Brand Protection**: Oversee the professional resolution of customer complaints across Google Reviews, social media, and live chat. Develop strategies to address recurring concerns and turn service recovery interactions into opportunities to rebuild trust and drive future sales.
- **Process Standardization**: Streamline workflows within a proprietary IT environment, ensuring consistency and quality across all digital customer touchpoints. Collaborate cross-functionally with Retail, Marketing, and Operations to improve the end-to-end customer journey.
- **Requirements**:
- **Minimum/Core Requirements**:
- **Bilingual Proficiency**: Proficiency in Business Mandarin and English is required to effectively communicate with and resolve inquiries from our Mandarin-speaking customer base across digital platforms and social media.
- **Demonstrated Leadership**: Proven experience managing and coaching large teams (ideally 10+ members), with the ability to lead remote or offshore operations effectively.
- **Sales-through-Service Expertise**: A track record of driving measurable revenue or lead generation through digital service channels (Live Chat, WhatsApp, Email).
- **Analytical "Builder" Mindset**: Demonstrated ability to create performance tracking systems, dashboards, and standardized scripts from scratch, specifically within custom or non-standard IT environments.
- **Commercial Acumen**: Strong ability to identify customer needs and translate them into sales opportunities while maintaining a professional, customer-centric approach.
- **Preferred/Bonus Requirements**:
- Prior experience in the Retail, Mobile, Telecommunications, or eCommerce industries.
- Experience in high-volume B2C environments managing strict SLAs.
- **Why you should be interested**:
- **Foundational Impact**: You won't just be managing a team; you'll be the architect of our CSS performance framework. Your work in building dashboards and scripts will directly shape the company’s revenue growth.
- **High Visibility**: Reporting directly to the Head of Operations, your impact on the company’s commercial success and brand reputation will be immediate and highly visible.
- **Market Leadership**: Join a reputable, award-winning company that is already a leader in its field, providing a stable yet fast-paced environment for professional growth.
- **Empowered Culture**: Work in a culture that prioritizes employee development, mentorship, and the autonomy to innovate and build systems from scratch.
- Ready to take ownership and build a world-class sales-service function? We’d love to hear from you.

Updated at 2026-04-27T20:37:49.26+08:00