CUSTOMER SERVICE MANAGER

DING WANG SG PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A healthcare technology company based in Singapore is looking for a Customer Service Manager to develop and implement customer service strategies. The ideal candidate should have over 4 years of customer service experience, preferably in MedTech or healthcare. Responsibilities include leading a team, measuring service quality, and optimizing processes to enhance customer satisfaction.

Qualifications

• At least 4 years of experience in customer service.
• Experience in MedTech, medical devices, healthcare, or pharmaceuticals preferred.
• Strong knowledge of customer service technologies and CRM systems.

Responsibilities

• Develop and implement a customer service strategy aligned with company objectives.
• Lead and mentor a team of customer service representatives.
• Establish and track KPIs to measure service quality and customer satisfaction.

Skills

Customer service strategy

Team leadership

KPI tracking

Customer feedback analysis

Communication skills

Problem-solving

Job description

Key Responsibilities

• Develop and implement a customer service strategy aligned with the company’s business objectives.
• Lead and mentor a team of customer service representatives, ensuring high performance and engagement.
• Establish and track KPIs to measure service quality, response times, and customer satisfaction.
• Optimize customer service processes, including inquiries, troubleshooting, and technical support.
• Gather customer feedback to drive continuous product and service improvements.
• Collaborate with sales, product, and technical teams to address customer needs effectively.
• Develop training programs for customer service teams on product knowledge and patient engagement.

Requirements

• At least 4 years of customer service experience,
• Experience in MedTech, medical devices, healthcare, or pharmaceuticals preferred.
• Strong knowledge of customer service technologies, CRM systems, and call center operations.
• Excellent communication, problem-solving, and stakeholder management skills.
• Ability to analyze data and implement strategies for improving service performance.