Customer Service Manager

Dynamic Human Capital Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A recruitment agency in Singapore is seeking a leader for the Customer Experience and Operations Admin Department. The candidate must have at least a Diploma in Business Management and 4 years of contact center experience, with 2 years in a supervisory role. Responsibilities include ensuring accurate order processing and enhancing customer service quality. Strong conflict resolution and analytical skills are essential.

Qualifications

• Min. 4 years of experience in contact centre operations.
• At least 2 years in a supervisory capacity managing a team.
• Ability to handle difficult customers and issues.

Responsibilities

• Lead the CEOPA Dept to ensure correct order information handling.
• Deliver excellent customer service.
• Resolve escalated customer issues.
• Set standards and processes for customer service.
• Improve operational efficiency.

Skills

Customer centric personality

Analytical skills

Problem solving skills

Conflict resolution skills

Education

Diploma in Business Management or related fields

Job description

Responsibilities

• Lead the Customer Experience and Operations Admin (CEOPA) Dept to ensure order information is correctly capture in the system and documents on-time handed over to the Operations Team for fulfilment.
• Lead the dept to deliver excellent customer service and to provide timely and accurate response to customer queries/issues relating to matters following order-processing.
• Resolve escalated customers' issues and work with relevant internal stakeholders to resolve where necessary.
• Set standards, policies and processes to ensure that high standard of customer service level are achieved.
• Work with Operations Department to deliver quality products and services aligned to service level agreement.
• Improve operational efficiency and effectiveness to reduce operating expenses.

Requirements

• At least a Diploma in Business Management or related fields.
• Min. 4 years of experience in a contact centre operations with at least 2 years in a supervisory capacity in managing a team of 5 - 10.
• Strong customer centric personality with excellent analytical and problem solving skills.
• Excellent conflict resolution skills and ability to handle difficult customers and issues.

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We regret to inform you that only shortlisted applicants would be notified.

Dynamic Human Capital Pte Ltd |EA License No.:12C6253

Han Tze Jian |EA PersonnelNo.:R1658384