Customer Service Manager

Borr Drilling; Singapore; On-site; SGD 60,000 - 85,000; Full time

Job summary

A leading company in the drilling industry is seeking a Customer Service Manager to enhance the customer service experience and foster engaged customer relationships. You will lead a team, develop policies, and manage performance metrics while ensuring adherence to the budget. This role requires proven experience in customer management and strong strategic thinking skills, offering an opportunity to make a significant impact in a dynamic environment.

Qualifications

• Proven experience as a Customer Service Manager or relevant role.
• Excellent knowledge of management methods and techniques.
• Proficiency in English.

Responsibilities

• Improve customer service experience and develop service procedures.
• Recruit and mentor customer service agents.
• Analyse statistics and compile accurate reports.

Skills

Customer service orientation

Strong client-facing skills

Strategic thinking

Advanced troubleshooting

Excellent communication

Multi-tasking

Tools

Customer service software

Databases

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