Customer Service Manager

ECO SPECIAL WASTE MANAGEMENT PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A waste management company in Singapore is seeking a Customer Service Supervisor to lead a team and ensure exceptional service delivery. The role includes mentoring, overseeing daily operations, collaborating with the Business Development team, and implementing service improvement initiatives. Candidates should have a Bachelor's degree, at least 2 years of supervisory experience, and strong problem-solving skills. A competitive salary ranging from $4,000 to $4,200 is offered, alongside benefits like transport allowance and a sign-on bonus.

Benefits

Transport Allowance ($800)

Handphone Reimbursement (up to $60)

Sign-on Bonus (Terms apply)

Qualifications

• Minimum 2 years in Customer Service Supervisory role.
• Experience managing team performance and customer satisfaction.
• Proficient in generating operational reports and analyzing data.

Responsibilities

• Lead and mentor customer service team for exceptional service.
• Oversee daily operations and manage service inquiries.
• Collaborate with Business Development to align service delivery.
• Maintain and improve customer service procedures and training.

Skills

Adaptability

Problem-solving

Analytical skills

Good communication skills

Education

Bachelor's Degree in Business Administration, Management Studies, or related field

Job description

Responsibilities

• 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.

Requirements

• Minimum Bachelor's Degree in Business Administration, Management Studies, or a related field.
• At least 2 years in Customer Service Supervisory role.
• Adaptability, problem-solving, and analytical skills.
• Good communication skills and pleasant personality.

Remuneration

• Basic salary: $4,000 - $4,200
• Working Hours: Monday to Friday (8am - 5pm)
• Company Transport / Transport Allowance ($800) if candidate drives to work
• Handphone Reimbursement: Capped at $60 (Based on bill or receipt)
• Sign-on Bonus (Terms and Conditions apply)