Customer Service Associate Supervisor

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading survey management company in Singapore is seeking a skilled team leader to support project objectives and manage survey operations. In this role, you will be responsible for achieving key performance indicators while leading a team of Survey Officers. A minimum of a diploma and 2-3 years in a leadership capacity in survey operations or customer service are essential. Strong proficiency in Microsoft Office is also required. This position offers a competitive salary and a dynamic work environment.

Qualifications

• Minimum Diploma qualification.
• Experience in survey operations, sales, or customer service.
• At least 2-3 years in a leadership position.

Responsibilities

• Support Project Manager in achieving survey objectives.
• Lead Survey Officers to meet service levels and KPIs.
• Conduct field visits for survey collection.

Skills

Leadership

Customer service

Survey operations

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Education

Minimum Diploma qualification

Job description

Work Arrangement

Salary: $3,300
Contract Duration: Up til 31 August 2026
Working Hours: 5 days work week across Monday to Sunday, Up to 44 hours per week (based on roster)
Work Location: Novena

Responsibilities

• Support Project Manager in attaining holistic objectives of the assigned surveys.
• Lead a team of Survey Officers to achieve service levels for assigned surveys within timeline.
• Ensuring the team attains their daily Key Performance Indicators (KPIs).
• Be the subject matter expert for assigned surveys.
• Handle incoming hotline and mailbox enquiries to resolve respondents’ issues if needed.
• Ensure survey data are accurately keyed into the system via audits.
• Handle escalations/complaints cases via service recovery calls.
• Assist Quality Service Manager in escalations/complaints via incident reporting, findings, and future preventive measures.
• Conduct field visits with junior team members for survey collection.
• Conduct call audits to ensure compliance to call scripts, professionalism, and service excellence.
• Continuous improvement in standards and quality of the team via coaching efforts.
• Goals setting and conducting year-end appraisals.
• Any other ad-hoc duties as assigned.

Job Requirement

• Minimum Diploma qualification
• Equipped with work experience in survey operations, sales, or customer service role.
• Possessed at least 2-3 years’ experience in leadership position.
• Proficient in Microsoft Excel, PowerPoint, Word and internet usage.