Customer Service Manager

TOMRA SINGAPORE PTE. LTD.; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading service provider in customer care is seeking a Customer Care Lead in Singapore. Responsibilities include supervising the Customer Care team, ensuring excellent service delivery, managing escalated customer inquiries, and tracking team performance against established KPIs. Candidates should have experience in customer service, strong communication skills, and proficiency with ERP systems. This role requires a dynamic leader who can foster a positive work environment and promote effective problem-solving strategies.

Qualifications

• Experience in customer service, service coordination, or technical support environment.
• Competent using ERP systems and remote diagnostic tools.
• Experience using CRMs beneficial.

Responsibilities

• Supervise daily operations of the Customer Care team.
• Manage escalated customer inquiries and complaints.
• Track team performance against KPIs and SLAs.
• Promote a safe working environment and ensure compliance.

Skills

Customer service experience

Strong communication skills

Problem-solving capabilities

Planning and coordination skills

Tools

ERP systems

CRMs

Job description

TC Singapore– Customer CareLead

1. ORGANISATION:

Department: Customer Care Higher Manager: Managing Director Immediate Manager: Operations Director Personnel responsibility: 3

2. ROLE/JOB SUMMARY/RESPONSIBILITIES:

The Customer Care Lead is responsible for supervising the daily operations of the Customer Care team to ensure excellent delivery service to customers and partners. This role supports frontline performance, provides guidance to team members, ensures compliance with procedures, and acts as an escalation point for service challenges. The role also coordinates technician and contractor dispatching and installation planning in alignment with business objectives. This role will work to a roster where shifts can be any day of the week including public holidays.

3. SPECIFIC RESPONSIBILITIES, legal demands, internal orexternal demands and/or specific documents and procedures:

RESPONSIBILITIES

Team Supervision & Daily Operations

• Oversee frontline execution of customer call handling and case management
• Ensure TOMRA meets contractual requirements and SLAs
• Support onboarding, coaching and skill development of Customer Care Specialists
• Monitor work allocation, shift schedules and adherence to SOPs
• Ensure accurate documentation and ERP system usage (IFS) and other systems

Customer & Incident Management

• Provide support for escalated customer inquiries, complaints and technical issues
• Liaise with Service Operations, Technical Support, Sales and onsite partners
• Ensure dispatching and service coordination are executed on time and within SLA

Performance & Continuous Improvement

• Track team performance against KPIs, SLAs and quality standards
• Translate organizational KPIs to individual KPIs
• Identify areas for operational improvement and propose enhancement initiatives
• Ensure customer feedback is captured and directed to relevant stakeholders

Compliance, Safety & Reporting

• Promote a safe working environment and ensure HSE compliance
• Ensure timely reporting of incidents, hazards and operational risks
• Prepare service performance reports as required

4. ADDITIONAL RESPONSIBILITIES:

• Assist with planning for delivery and installation of customer equipment
• Support execution of service projects and remote machine configuration tasks

5. AUTHORITIES

• Supervisory oversight of daily team activities
• Provide coaching and performance input to management
• Recommend process improvements and resource adjustments

6. REQUIRED QUALIFICATIONS AND SKILLS:

Technical / Professional

• Experience in customer service, service coordination or technical support environment
• Competent using ERP systems and remote diagnostic tools
• Experience using CRMs beneficial

General Competencies

• Strong communication and customer service skills
• Efficient problem-solving and decision-making capabilities
• Strong planning, coordination and multitasking skills

Leadership Competencies

• Experience leading small teams or acting as senior representative on duty
• Ability to guide team members and foster a positive work culture

Additional

• Tech savvy; familiarity with industrial equipment preferred
• English proficiency and strong written communication
• Second language highly desirable