Customer Service Manager

Noel Gifts International Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A prominent gift retailer in Singapore is seeking a Customer Service Manager to oversee the Customer Experience and Operations Admin Department. You will be responsible for leading a team, ensuring high standards of service, and resolving customer issues effectively. The ideal candidate should have at least a diploma in Business Management and a minimum of 4 years of experience in contact centre operations, with a strong customer-centric focus. This role offers a chance to enhance operational efficiency and contribute to the overall customer satisfaction.

Qualifications

• At least a Diploma in Business Management or related fields.
• Min. 4 years of experience in contact centre operations, with 2 years in a supervisory role.
• Excellent conflict resolution skills and ability to handle difficult customers.

Responsibilities

• Lead the CEOPA Dept to ensure correct order information capture.
• Deliver excellent customer service and timely responses to customer queries.
• Resolve escalated customer issues and work with internal stakeholders.
• Set policies to achieve high standards of customer service.
• Improve operational efficiency to reduce expenses.

Skills

Customer centricity

Analytical skills

Conflict resolution

Problem-solving

Education

Diploma in Business Management or related fields

Job description

Customer Service Manager

Responsibilities

• Lead the Customer Experience and Operations Admin (CEOPA) Dept to ensure order information is correctly captured 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.