Customer Experience Manager | Up to $4.2k - 0210

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

Job summary

A leading HR advisory firm is seeking a Customer Service Manager in Singapore to lead and mentor the customer service team. The role includes overseeing daily operations, managing client accounts, and collaborating across departments to enhance customer satisfaction. Candidates should have a Bachelor's Degree and at least 2 years in a supervisory role, with a salary range of $4000 to $4200 plus benefits.

Benefits

Transport Allowance ($800) if candidate drives to work

Handphone Reimbursement (Capped at $60)

Sign-on Bonus (T&C apply)

Qualifications

• Bachelor's Degree in Business Administration, Management Studies, or a 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 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.
• Maintain an organized and efficient filing and database system for customer records.
• Lead digital transformation efforts related to new systems or software.
• Manage major client accounts, including contract adherence.
• Prepare and generate monthly performance and operational reports.
• Monitor adherence to standard operating procedures (SOPs).
• Establish and monitor KPIs and service standards.
• Analyze customer feedback and service trends to identify root causes.
• Implement customer service department manual and training programs.
• Provide insights into customer trends and operational challenges.
• Collaborate cross-functionally with the Business Development team.
• Ensure smooth communication and effective collaboration between departments.

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 applicants may click apply or send your resume via WA to #85459936 (Liora) for faster response :)

Chow Zi Xin | EA R25157767

The Supreme HR Advisory | Reg No: 14C7279