Assistant Customer Service Manager

LG Electronics Singapore; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in electronics is seeking a Call Center Manager to oversee operations and ensure exceptional customer service. The role involves managing a team of agents, resolving customer complaints, and implementing service improvements. Candidates should have a diploma in Business Administration and at least five years of relevant experience, along with strong communication skills and proficiency in Microsoft Office.

Qualifications

• Minimum of 5 years experience managing a call center or customer-related operations.
• Strong writing skills in customer relations.
• Ability to work independently and effectively.

Responsibilities

• Manage the Call Center to ensure high customer service levels.
• Supervise, train, and mentor call center agents.
• Promote continuous improvement in Customer Service standards.

Skills

Customer-oriented

Problem-solving

Communication

Team player

Education

Diploma in Business Administration or equivalent

Tools

Microsoft Office

Job description

(Based In Alexandra Office)

Responsible for managing the Call Center to ensure the company delivers the highest level of customer service. Supervises agents, trains, coaches, and mentors employees. Maintains customer satisfaction by providing problem-solving resources and managing Call Agents to meet KPI performance targets.

Call Center & Counter Service & Repair

• Handle challenging customer complaints, including walk-in customers.
• Ensure the Customer Service function is adequately staffed and trained to deliver efficient service to both internal and external customers.
• Promote and manage continuous improvement in Customer Service standards within Call Enquiries.
• Foster effective communication across all levels of the Customer Service team.
• Ensure all customer inquiries are managed, resolved, and closed within the agreed timeframe.
• Represent the Customer Service function as an active member of the Senior Management Team.

Customer Service Excellence

• Achieve customer service objectives by providing insights and recommendations, preparing action plans, resolving issues, conducting audits, analyzing trends, and implementing improvements.
• Enhance customer service quality by evaluating and redesigning processes, establishing service metrics, monitoring results, and implementing necessary changes.
• Prepare annual budgets, schedule expenditures, analyze variances, and initiate corrective actions.
• Determine customer service requirements through customer contact, surveys, benchmarking, and data analysis.

Reports

• Weekly service activities reports.
• Customer Quality Report and analysis.
• Quarterly and yearly service performance reviews and targets.
• Monthly Satisfaction Survey reports.
• Ad-hoc reports as required by local management or HQ.

Education & Other Requirements

• Diploma in Business Administration or equivalent.
• Minimum of 5 years experience managing a call center or customer-related operations.
• Knowledge and skills (general and technical).
• Strong writing skills in customer relations.
• Ability to work independently and effectively.
• Customer-oriented, conscientious, presentable, and a good team player.
• Proficient in Microsoft Office (Excel, PowerPoint, Word, Outlook).
• Working hours: Monday to Friday, 8:30 am to 6:15 pm; Saturday as per roster.