Customer Service Assistant Manager (Singapore)

About Us

Dyson is a global technology company on a mission to improve peoples’ lives; whether that be by engineering high performance technology to keep their floors and air clean – to patented beauty innovation to style their hair.

At Dyson, our owners are at the core of everything we do, and our Customer Service team exemplifies this commitment.

About the Role

The Customer Service Assistant Manager will lead and optimize Dyson's customer care operations in Singapore, ensuring exceptional customer experiences while driving operational efficiency and cost-effectiveness. This role is responsible for managing a dynamic customer service team, overseeing the contact center, repair centers, and warranty processes, while continuously identifying opportunities for service improvements, innovation, and cost reduction. You will collaborate with cross-functional teams, drive strategic initiatives, and maintain the highest standards of service delivery, quality, and customer satisfaction.

Main Accountabilities and Supporting Activities:

Team Management and Development:

• Lead, inspire, and mentor a diverse team of customer service agents and repair specialists, ensuring alignment with Dyson’s service goals and standards.
• Provide day-to-day guidance, resolving challenging customer issues and ensuring exceptional service delivery.
• Conduct regular performance evaluations, provide constructive feedback, and drive continuous professional development.
• Manage recruitment, onboarding, and training programs, ensuring all team members are fully competent and capable of delivering outstanding customer service.
• Foster a high-performance culture through team motivation, engagement, and recognition.

Operational Excellence & Service Delivery:

• Oversee daily operations of the customer care team, ensuring efficient handling of customer inquiries, repair requests, and warranty claims.
• Regularly review and refine internal processes, service procedures, and workflows to maximize efficiency and service quality.
• Monitor repair quality and turnaround time, ensuring all repairs meet Dyson’s high standards and SLA requirements.
• Utilize data-driven insights to manage key performance metrics and drive continuous improvement in customer service outcomes.
• Lead operational cost-efficiency initiatives, exploring innovative service models to reduce costs without compromising on customer satisfaction.

Customer Satisfaction & Retention:

• Lead efforts to increase customer satisfaction, retention, and loyalty by delivering exceptional experiences across all service touchpoints.
• Resolve escalated customer issues and special requests promptly and effectively, ensuring customer issues are fully addressed.
• Develop and implement strategies to close gaps in service delivery and proactively enhance the overall customer experience.
• Foster innovation in service delivery, exploring new ways to improve the customer journey and exceed customer expectations.

Cross-Functional Collaboration & Continuous Improvement:

• Partner with cross-departmental teams (including Sales, Marketing, Product, and Logistics) to improve service delivery and streamline processes across the customer journey.
• Collaborate with product teams to identify and address potential quality or design issues, contributing insights to product development and quality control.
• Conduct regular audits of service procedures, identify trends, and recommend actionable improvements that align with customer needs.
• Implement and monitor customer feedback initiatives, continuously improving processes based on customer insights and industry best practices.

Innovation & Cost Efficiency:

• Identify and implement innovative service solutions and digital tools to improve the quality and efficiency of customer service operations.
• Actively explore new technologies and service models to reduce operational costs while improving the customer experience.
• Lead projects that drive both customer satisfaction and cost-effectiveness, ensuring alignment with Dyson's business strategy.

Reporting & Performance Management:

• Develop and maintain regular reports on key performance metrics, including customer satisfaction, repair quality, and team performance.
• Analyze data to track service trends, identify areas for improvement, and develop action plans to optimize service delivery.
• Report regularly to senior management, providing updates on performance, ongoing projects, and action plans.

Other Duties:

• Stay up-to-date with industry trends and emerging customer service technologies to maintain Dyson’s competitive edge in customer care.
• Lead or assist with special projects as required, contributing to Dyson’s ongoing operational improvements.

About You

Experience:

• Proven experience (5+ years) in customer service leadership, preferably managing a team of at least 20+ members in a contact center or service operations environment.
• Experience in managing both in-house and outsourced service teams is a strong advantage.
• Experience in managing service or repair centers, with a focus on quality control, warranty management, and operational efficiency.
• Track record of cost-efficiency initiatives
• Experience driving digital transformation or implementing new technologies to improve customer service operations is preferred.

Skills & Competencies:

• Exceptional leadership and people management skills, with the ability to motivate, develop, and lead teams to achieve high performance.
• Strong communication and interpersonal skills, with the ability to collaborate cross-functionally and influence stakeholders at all levels.
• Excellent analytical and problem-solving skills, with the ability to interpret data and translate insights into actionable improvements.
• Proficiency with customer service tools and software (e.g., Zendesk, Salesforce, or similar platforms).
• Ability to lead change and innovation, particularly in a fast-paced, dynamic environment.
• A customer-first mindset, with a strong commitment to continuous improvement and customer satisfaction.

Other Requirements:

• Strong organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.
• High level of resilience and adaptability, able to respond to rapidly changing demands and environments.
• Fluency in English (written and spoken) is required; proficiency in additional languages (e.g., Mandarin, Malay) is a plus.
• Degree in Business, Management, Engineering, or a related field is preferred.

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Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.