0731 - Customer Service Manager

THE SUPREME HR ADVISORY PTE. LTD.; Singapore; On-site; SGD 45,000 - 47,000; Full time

Benefits offered by this job

Handphone reimbursement (up to $60)

Transport allowance

Sign-on bonus (T&C)

Job summary

The Supreme HR Advisory Pte Ltd is seeking a Customer Service Manager in Singapore. The role involves leading a customer service team, ensuring service excellence, managing sales leads, invoicing procedures, and daily operations.

The position includes a 5-day work week from 8am to 5pm, with a basic salary of SGD 4000 to 4200 plus a mobile phone reimbursement and a sign-on bonus (T&C apply). Candidates should hold a Bachelor’s degree in Business Administration or related field and have at least 2

Qualifications

• Bachelor’s degree in Business Administration, Management Studies or related field.
• At least 2 years in a customer service supervisory role.

Responsibilities

• Lead, coach and mentor the customer service team to deliver exceptional service standards.
• Oversee team capability in managing sales leads effectively.
• Ensure proficiency in generating proposals, service engagement forms or eSEF, and invoicing procedures.
• Oversee daily operations of the customer service department, ensuring prompt resolution of customer inquiries, service issues, complaints, and escalations.
• Lead digital transformation efforts related to new systems or software.
• Manage major client accounts, including contract adherence, service reviews and relationship building.

Skills

Leadership

Coaching

Customer service

Team supervision

People management

Education

Bachelor’s degree in Business Administration or related field

Job description

Role:
Customer Service Manager

• Singapore Based (Tuas (Company Transport / Transport Allowance ($800) if candidate drives to work))
• 5 Days work per week (8am to 5pm)
• Basic: $4000 to $4200 + Handphone Reimbursement: Capped at $60 (Based on bill or receipt) + Sign-on Bonus (T&C apply)
• Bachelor’s Degree in Business Administration, Management Studies, or a related field. + At least 2 years in Customer Service Supervisory role.
• Career Progression Opportunities

Responsibilities

Leadership of Customer Service Team

• Lead, coach and mentor the customer service team to deliver exceptional service standards.
• Oversee team members' capability in managing sales leads effectively.
• Ensure proficiency in generating proposals, service engagement forms or eSEF, and invoicing procedures.
• Oversee daily operations of the customer service department, ensuring prompt
  resolution of customer inquiries, service issues, complaints, and escalations.
• Maintain an organized and efficient filing and database system for customer records and service documentation.
• Lead digital transformation efforts related to new systems or software.
• Manage major client accounts, including contract adherence, service reviews, annual survey and relationship building.

Achievement of Management Objectives

• Prepare and generate monthly performance and operational reports.
• Monitor adherence to standard operating procedures (SOPs) and recommend updates or improvements when necessary.
• Establish and monitor KPIs and service standards to drive customer satisfaction, retention, and operational performance
• Analyze customer feedback, service trends, and complaint data to identify root causes and lead service improvement initiatives.
• Implement customer service department manual, procedures, and training programs that promote consistency, efficiency, and a customer-first culture.
• Provide insights into customer trends, operational challenges, and improvement opportunities.

Collaboration with Business Development Team

• Collaborate cross-functionally with Business Development team to ensure service delivery aligns with customer expectations and regulatory requirements.
• Provide support in data analysis and insights related to customer satisfaction and sales performance.
• Consolidate and present monthly reports for key stakeholders, ensuring accurate and actionable information.

Cross-Departmental Coordination

• Liaise with key departments (Logistics, Operations, etc.) to resolve any issues that may impact customer satisfaction.
• Ensure smooth communication and effective collaboration between departments to meet customer needs and expectations.
  

Wee Yuan Huan

Reg No: R21100383

The Supreme HR Advisory Pte Ltd

EA No: 14C7279