Customer Service Manager

ECO SPECIAL WASTE MANAGEMENT PTE LTD; Singapore; On-site; SGD 45,000 - 47,000; Full time

Job summary

ECO SPECIAL WASTE MANAGEMENT PTE LTD in Singapore is seeking a Customer Service Supervisor to lead the team, supervise sales leads, generate proposals, and oversee invoicing processes. You will manage daily operations, ensure timely handling of inquiries and complaints, and drive digital transformation while maintaining accurate client records.

The role requires a Bachelor’s degree and at least 2 years of supervisory experience, with a competitive monthly salary and benefits such as company

Qualifications

• 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.

Responsibilities

• Lead, coach and mentor the customer service team to deliver exceptional service standards.
• Oversee capability in managing sales leads and proposals, invoicing and forms (eSEF).
• Ensure daily operations with prompt resolution of inquiries, service issues, complaints and escalations.
• Drive digital transformation and oversee major client accounts, including contract adherence and service reviews.
• Prepare monthly performance and operational reports and monitor SOP adherence.
• Collaborate with Business Development to align service delivery with customer expectations and regulatory requirements.
• Coordinate with Logistics and Operations to resolve issues affecting customer satisfaction.

Skills

Adaptability

Problem-solving

Analytical skills

Communication skills

Pleasant personality

Education

Bachelor’s degree in Business Administration / related field

Job description

Responsibilities:

Leadership of 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 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)