Customer Service Manager

IntellicaCX; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading customer experience solutions provider in Singapore is seeking an experienced Customer Service Manager to enhance customer satisfaction and retention. The ideal candidate will manage the customer service team, improve service procedures, and ensure the department operates efficiently. This role requires strong leadership skills, excellent communication ability, and a BS degree in Business Administration. Join us to lead our customer service initiatives and foster a culture of excellence.

Qualifications

• Proven working experience as a Customer Service Manager, Retail Manager, or Assistant Manager.
• Excellent knowledge of management methods and techniques is required.
• Strong client-facing and communication skills are essential.

Responsibilities

• Improve customer service experience and facilitate organic growth.
• Set clear mission and deploy strategies towards that mission.
• Recruit, mentor and develop customer service agents.

Skills

Customer service support

Management methods

Strategic thinking

Troubleshooting

Communication skills

Education

BS degree in Business Administration

Tools

Customer service software

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