Customer / Client Service Manager - YL38

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 seeks a Customer Service Manager to lead and mentor the customer service team. Responsibilities include overseeing daily operations, ensuring prompt resolution of inquiries, and collaborating with the Business Development team to align service delivery with customer expectations. The ideal candidate holds a Bachelor's degree and has at least 2 years of supervisory experience in customer service.

Benefits

Transport allowance ($800) if candidate drives to work

Handphone reimbursement capped at $60

Sign-on bonus (T&C apply)

Qualifications

• At least 2 years experience in a customer service supervisory role.
• Strong capability in managing sales leads and customer inquiries.

Responsibilities

• Lead, coach, and mentor the customer service team.
• Oversee daily operations and ensure customer satisfaction.
• Collaborate with the Business Development team for service delivery.

Skills

Team leadership

Customer service excellence

Data analysis

Cross-departmental collaboration

Education

Bachelor’s Degree in Business Administration or related field

Job description

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.

Interested candidate may contact me and send your resume via:#6585995673 or [e-mail] allow us to match you with our Clients. PLEASE INCLUDE [notice period, last drawn salary and expected salary] in your resume.

Lee Yi Lian (Ms) Reg No. R25157768

THE SUPREME HR ADVISORY PTE LTD EA No: 14C7279