Customer Service Lead — Elevate Support & Digital Change

THE SUPREME HR ADVISORY PTE. LTD.; Singapore; On-site; SGD 45,000 - 47,000; Full time

Benefits offered by this job

Transport allowance

Handphone reimbursement

Sign-on bonus

Job summary

The Supreme HR Advisory Pte. Ltd. is seeking a Customer Service Manager to lead the customer service team at our Tuas location.

You will mentor staff, oversee sales lead handling, and ensure accurate proposals, service forms, and invoicing. Collaborate with Business Development and other departments to meet customer expectations. Responsibilities include daily operations, KPI tracking, SOP adherence, and driving digital transformation while managing major client accounts and producing monthly

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 the 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 SOPs and recommend updates or improvements.
• 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.
• Consolidate and present monthly reports for key stakeholders, ensuring accurate and actionable information.
• 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.
• 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.

Skills

Leadership

Coaching

Customer focus

Team management

Education

Bachelor's Degree

Job description

The Supreme HR Advisory Pte. Ltd. is seeking a Customer Service Manager to lead the customer service team at our Tuas location.

You will mentor staff, oversee sales lead handling, and ensure accurate proposals, service forms, and invoicing. Collaborate with Business Development and other departments to meet customer expectations. Responsibilities include daily operations, KPI tracking, SOP adherence, and driving digital transformation while managing major client accounts and producing monthly