Editorial summary

The company is seeking a Service Excellence & Operations Assistant Manager responsible for managing daily customer inquiries via email and social media, resolving complaints, and ensuring adherence to service standards. The role involves investigating escalated issues, monitoring customer satisfaction, and developing support SOPs and workflows to improve service delivery. Key requirements include strong communication skills, problem-solving abilities, and experience in customer service operations. The position offers a salary of 6,000.

This summary is AI-generated and may contain inaccuracies. Please refer to the full job description below.

Job description

[This job id 29873 first appeared in Job-Q.com on 04 Sep 2026]

[Job ID: 1651781]

Responsibilities

• Manage daily customer enquiries via email and social media channels.
• Resolve customer complaints professionally and ensure adherence to service standards.
• Investigate escalated customer issues and coordinate with internal teams for timely resolution.
• Monitor customer satisfaction levels and recommend service improvements.
• Develop and maintain customer support SOPs, response templates, and service guidelines.
• Establish and enhance workflows for enquiries, complaints, and escalation management.
• Track service KPIs, including response time, resolution time, and customer satisfaction metrics.
• Support CRM system implementation, user testing, workflow design, and process optimisation.
• Recommend CRM enhancements to improve operational efficiency and reporting capabilities.
• Maintain accurate customer data within the CRM platform.
• Supervise daily team operations and allocate workloads effectively.
• Coach and develop team members to improve service quality and operational performance.
• Analyse customer feedback, complaint trends, and recurring operational issues.
• Prepare regular performance reports and recommend customer experience improvement initiatives.

Requirements

• Minimum 5 years of experience in Customer Service, Customer Support, or Customer Experience.
• Experience handling escalated customer complaints and complex customer issues, developing SOPs and improving customer support processes.
• Proficiency in CRM systems and customer service platforms.
• Strong analytical skills with experience translating customer insights into business improvements.
• Experience in the F&B, hospitality, or retail industry is an added advantage.

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