Customer Service Manager

IntellicaCX; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

IntellicaCX is seeking an experienced Customer Service Manager to lead and optimize our customer service operations in Singapore. You will promote a service-focused culture and ensure the department runs efficiently, with a focus on customer satisfaction, loyalty and retention.

You will own the end-to-end customer experience, develop service policies, mentor agents, analyse performance metrics and drive continuous improvement across the organisation.

Qualifications

• Must have proven experience as a Customer Service Manager or similar role.
• Experience in providing customer service support.
• Strong knowledge of management methods and techniques.
• Proficiency in English.
• Experience with customer service software and data tools.
• Ability to think strategically and lead a team.

Responsibilities

• Improve customer service experience and drive organic growth.
• Own customer issues and ensure resolution.
• Set a clear mission and deploy strategy aligned to that mission.
• Develop service procedures, policies and standards.
• Keep records of customer service actions and discussions.
• Analyse statistics and prepare reports.
• Recruit, mentor and develop agents and foster empowerment.
• Stay ahead of industry trends and apply best practices.

Skills

Customer service leadership

Communication skills

Strategic thinking

Mentoring and coaching

Education

Bachelor's degree in Business Administration

Tools

CRM software

Database knowledge

Job description

We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Responsibilities

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities

Requirements

• Proven working experience as a Customer Service Manager, Retail Manager orAssistant Manager
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• BS degree in Business Administration or related field