6723 - Customer Service Manager [Logistics | 5 days| up to $4200]

THE SUPREME HR ADVISORY PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading HR advisory firm in Singapore is looking for a Customer Service Manager to lead the customer service team and enhance service delivery. The ideal candidate has a Bachelor’s degree and at least 2 years of supervisory experience in customer service. Responsibilities include managing daily operations, overseeing client accounts, and collaborating with business development for improved customer satisfaction. Competitive salary with benefits including transport allowance.

Benefits

Transport allowance ($800)

Handphone reimbursement (Capped at $60)

Sign-on bonus (T&C apply)

Qualifications

• At least 2 years in a Customer Service Supervisory role.
• Proficiency in managing customer inquiries, service issues, and complaints.
• Ability to analyze customer feedback and service trends.

Responsibilities

• Lead and mentor the customer service team to meet service standards.
• Oversee daily operations and ensure prompt resolution of customer inquiries.
• Collaborate cross-functionally to enhance service delivery.

Skills

Leadership

Customer relationship management

Sales management

Problem-solving

Education

Bachelor’s Degree in Business Administration, Management Studies, or a related field

Job description

Role:

Customer Service Manager

• Location: Tuas (Company Transport / Transport Allowance ($800) if candidate drives to work)
• Monday to Friday (8am to 5pm)
• Basic: $4000 to $4200 + Handphone Reimbursement: Capped at $60 (Based on bill or receipt) + Sign-on Bonus (T&C apply)

Requirements

Bachelor’s Degree in Business Administration, Management Studies, or a related field.

At least 2 years in Customer Service Supervisory role.

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.

https://wa.me/6596420989

WhatsApp: [phone] (Han)

Email: [e-mail]

Chaw Chiaw Han, Reg No: R22106723

The Supreme HR Advisory Pte Ltd, EA No: 14c7279