Customer Experience Leader

HR SOLUTIONS CONSULTANTS LLP; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

HR SOLUTIONS CONSULTANTS LLP in Singapore seeks a Customer Service Manager to lead the service team and uphold high customer satisfaction by delivering professional management of daily operations.

You will supervise staff, handle inquiries and complaints, develop procedures, monitor performance, coach the team, coordinate with other departments, and maintain records while building strong client relationships.

Qualifications

• Diploma/Degree in Business Administration, Customer Service, Management, or a related field.

Responsibilities

• Manage and supervise the daily activities of the customer service team.
• Handle customer enquiries, feedback, complaints, and service-related issues professionally.
• Resolve escalated customer cases and ensure timely follow-up.
• Develop and implement customer service procedures and service standards.
• Monitor team performance and ensure service quality targets are achieved.
• Train, coach, and guide customer service staff to improve their performance.
• Coordinate with sales, operations, logistics, and other departments to resolve customer issues.
• Maintain accurate records of customer interactions, complaints, and resolutions.
• Prepare customer service reports and provide updates to management.
• Identify recurring customer issues and recommend improvements to products, services, or operational processes.
• Build and maintain strong relationships with key customers.
• Manage staff scheduling and manpower allocation within the department.
• Ensure company policies and procedures are followed by the customer service team.

Skills

Communication

Interpersonal skills

Leadership

Team management

Problem-solving

Complaint handling

English proficiency

Independence

Pressure handling

Education

Diploma/Degree in Business Administration / Customer Service / Management

Tools

Microsoft Office

Customer management systems

Job description

HR SOLUTIONS CONSULTANTS LLP in Singapore seeks a Customer Service Manager to lead the service team and uphold high customer satisfaction by delivering professional management of daily operations.

You will supervise staff, handle inquiries and complaints, develop procedures, monitor performance, coach the team, coordinate with other departments, and maintain records while building strong client relationships.