Customer Experience Manager | Up to $4.2k - 0210

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 seeking an experienced Customer Service Manager to lead the customer service team and ensure exceptional service quality. Responsibilities include coaching team members, managing sales leads, and collaborating with the Business Development team. Candidates should have at least 2 years of supervisory experience in customer service and a relevant bachelor's degree. This role offers a competitive salary, transport allowance, and various benefits.

Benefits

Transport allowance ($800)

Handphone reimbursement

Sign-on bonus

Qualifications

• At least 2 years in a customer service supervisory role.
• Experience in leading customer service teams.
• Strong understanding of service standards and operational performance.

Responsibilities

• Lead, coach, and mentor the customer service team.
• Ensure prompt resolution of customer inquiries and complaints.
• Generate monthly performance and operational reports.
• Collaborate with the Business Development team.

Skills

Leadership

Customer service excellence

Analytical skills

Cross-functional 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

• 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