Customer Relations Officer

ASEANET MANPOWER CONSULTING PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading manpower consulting firm in Singapore seeks a Customer Service Manager to enhance customer experience and support cleaning staff. The role involves managing customer enquiries, training a virtual assistant team, and ensuring effective communication with clients and cleaners. The ideal candidate has at least 2 years of customer service experience and strong leadership skills. Entry-level applicants are welcome. This position offers unique opportunities to improve service quality and customer satisfaction.

Qualifications

• Minimum of 2 years of customer service experience, preferably in cleaning, home services, or hospitality.
• Experience leading or guiding a team is desirable.
• Entry-level applicants are welcome to apply.

Responsibilities

• Manage customer enquiries, feedback, and escalations across all communication channels.
• Train and guide the customer service virtual assistant team.
• Support cleaning staff by managing schedules and addressing welfare matters.

Skills

Strong communication skills

Problem-solving skills

Service recovery skills

Organizational skills

Ability to manage multiple stakeholders

Leadership skills

Education

Minimum Diploma or equivalent qualification

Tools

CRM systems

Scheduling systems

Job description

Roles & Responsibilities

Manage customer enquiries, feedback, and escalations across all communication channels while maintaining high service standards.

Train and guide the customer service virtual assistant team to ensure consistent communication and effective coordination with customers and cleaning staff.

Support cleaning staff by managing schedules, addressing welfare matters, and ensuring job requirements are clearly communicated.

Identify operational gaps and streamline workflows to improve the overall customer journey and internal communication.

Maintain accurate records, documentation, and reports, and coordinate schedule clarifications between Virtual Assistants and on-ground cleaners.

Requirements

• Minimum Diploma or equivalent qualification.
• At least 2 years of customer service experience, preferably in cleaning, home services, or hospitality.
• Experience in leading or guiding a team, either formally or informally.
• Strong communication, problem-solving, and service recovery skills.
• Ability to manage multiple stakeholders, including customers, Virtual Assistants, and cleaners.
• Familiarity with CRM, scheduling systems.
• Highly organized, detail-oriented, proactive, and adaptable.
• Empathetic leadership style, with the ability to support and motivate cleaning staff.
• Entry level applicants are welcome to apply.

Customer Communication & Experience

• Manage end-to-end customer communication through WhatsApp, Meta, calls, and email.
• Handle escalations and service recovery with professionalism and empathy.
• Monitor customer satisfaction trends and identify recurring issues.
• Improve customer-facing communication such as booking messages, reminders, FAQs, and post-service follow-ups.
• Ensure clear, consistent information is delivered across all channels.
• Work with marketing and operations to align messaging and expectations.

Leadership of Virtual Assistant CS Team

• Lead and support a remote team of customer service VAs.
• Train VAs on communication standards, scripts, workflows, and service expectations.
• Review their work, provide feedback, and ensure consistency in tone and accuracy.
• Conduct regular check-ins to maintain morale and alignment.
• Ensure smooth coordination between VAs, cleaners, and customers.
• Update SOPs and communication templates whenever improvements are needed.

Oversight of Cleaning Staff

• Maintain regular communication with cleaning staff about schedules, job details, and updates.
• Check and manage their schedules to ensure everything is accurate, coordinated, and running smoothly.
• Ensure they have clear instructions and understand each client’s expectations.
• Check on their well-being and flag any issues or concerns to management.
• Support staff welfare by providing guidance, listening to concerns, and escalating when needed.
• Help strengthen teamwork and trust between the CS team and helpers.

Service Quality & Process Improvement

• Identify gaps in communication and propose better workflows.
• Improve customer journey touchpoints to reduce misunderstandings and repeated queries.
• Provide insights on patterns related to service issues or booking challenges.
• Collaborate with operations to troubleshoot recurring challenges.
• Maintain and refine SOPs to ensure efficient, consistent handling of enquiries.

Admin & Coordination

• Maintain accurate records of customer cases, service recovery, and helper schedules.
• Support documentation, reporting, and general CS admin.
• Coordinate with VAs and helpers on schedule clarifications (not full scheduling duties, just alignment).
• Assist management with customer experience–related projects.
• Handle ad hoc tasks that support CS and overall service quality.

Chua Mui Khim ( EA Registration Number : R22104766)

ASEANet Manpower Consulting Pte Ltd

(Co Reg : 202141565E / EA License : 21C0866)