Customer Service Manager

DRSCALP PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A customer service company in Singapore is looking for a Customer Service Manager to lead a team of agents. Responsibilities include recruiting, training, and ensuring performance targets are met. The ideal candidate will have a diploma or degree, at least 2 years of experience, and be fluent in English and Mandarin. This role is crucial for enhancing customer satisfaction and driving team performance.

Qualifications

• Minimum 2 years of experience in Customer Service.
• Excellent customer service and communication skills.
• Ability to speak fluent English and Mandarin.

Responsibilities

• Recruit, train and lead a team of Customer Service agents.
• Manage outbound calling duties of customer service agents.
• Ensure agents meet individual KPIs.

Skills

Customer service management

Communication skills

Problem-solving skills

Education

Diploma or Degree

Job description

• Recruit, train and lead a team of Customer Service agents to achieve set marketing target.

• Manage a team of agents to perform Customer Service outbound calling duties which includes marketing calls.

• Ensure all agents achieves individual KPI in order to achieve team KPI.

• Attend to and solve individual escalated Customer Service cases.

• Administrative co-ordination with retail outlets’ teams.

• Monitor the call center performance

• To provide guidance to junior staff

• Work closely with stakeholders on projects involving the customer

• To manage customers’ feedbacks leading to positive outcomes and drive improvement in customers’ satisfaction.

• To ensure accurate and timely processing of new business applications including data entry and verification of data.

• Tabulate Performance Reports daily, weekly and monthly and present them to superior in charge.

• Maintain a high morale in Customer Service Team.

• Any other Customer Service Ad-hoc duties as assigned

Requirements:

1. Diploma or Degree holder
2. Minimum 2 years of experience in Customer Service.
3. Excellent customer service and communication skills.
4. Strong problem solving and analytical skills.
5. Ability to speak fluent English and Mandarin (to liaise with Mandarin speaking customers)
6. Good team player.