Customer Service Manager

GATEWAY INTERNATIONAL RESOURCES PTE. LTD.; Singapore; On-site; SGD 45,000 - 75,000; Full time

Job summary

A leading company in Singapore seeks a Customer Service Manager to enhance customer experiences and lead a team. Responsibilities include developing service standards, managing client interactions, and driving growth while possessing strong communication and troubleshooting skills. The ideal candidate will have a proven track record in customer service management.

Qualifications

• Proven experience as a Customer Service Manager or related role.
• Excellent knowledge of management methods and techniques.
• Proficient in English, strong client-facing skills required.

Responsibilities

• Improve customer service experience, engage customers and facilitate growth.
• Develop service procedures and maintain records of customer interactions.
• Recruit, mentor and develop customer service agents.

Skills

Strategic Thinking

Client-facing Skills

Communication Skills

Troubleshooting

Multi-tasking

Customer Service Orientation

Tools

Customer Service Software

Job description

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 and skills

• Proven working experience as a Customer Service Manager, Retail Manager or Assistant 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
• Customer service orientation