Customer Relationship Manager | Up to $4.2k | Office Hours

The Supreme HR Advisory; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading HR advisory firm in Singapore is seeking a Customer Relationship Manager to oversee the customer service team and ensure exceptional service delivery. Responsibilities include leading digital transformation, managing client accounts, and providing insights into customer trends. The position requires a Bachelor's degree and at least 2 years of supervisory experience in customer service. A competitive compensation package, including transport allowance, is offered.

Benefits

Transport Allowance

Sign-on Bonus

Handphone Reimbursement

Qualifications

• At least 2 years in a Customer Service Supervisory role.
• Experience in leading customer service teams to deliver exceptional service standards.

Responsibilities

• Lead, coach, and mentor the customer service team.
• Oversee daily operations and ensure resolution of customer inquiries.
• Analyze customer feedback and lead service improvement initiatives.

Skills

Team Leadership

Customer Service Management

Digital Transformation

Data Analysis

Education

Bachelor’s Degree in Business Administration

Job description

Customer Relationship Manager | Up to $4.2k | Office Hours

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.