customer service manager

JENNY'S & BEN CURTAINS PTE. LTD.; Singapore; On-site; SGD 30,000 - 48,000; Full time

Job summary

Jenny's & Ben Curtains Pte. Ltd. seeks a Customer Service Representative to manage inquiries across phone, email, live chat, social media, and in-person channels, ensuring customer satisfaction and brand loyalty.

The role emphasizes clear communication and proactive engagement with customers. The position requires strong problem-solving abilities, careful CRM data updates, and collaboration with product or sales teams to resolve issues and identify opportunities for growth.

Qualifications

• Experience providing multi-channel customer support across phone, email, chat and social media.
• Ability to explain policies and procedures clearly to customers.
• Strong problem-solving and empathy to de-escalate issues.
• Familiar with CRM and ticketing systems for accurate record-keeping.

Responsibilities

• Managing communications across phone, email, live chat, social media, and in-person interactions.
• Issue & complaint resolution with empathy and efficient solutions.
• Transactional support including orders, billing inquiries, refunds, returns, or exchanges.
• Data & system maintenance in CRM with accurate recording of interactions.
• Cross-functional collaboration by escalating to technical support and sharing feedback.
• Business growth support by educating customers and cross-selling relevant services.

Skills

Active Listening

Clear Communication

Empathy & Patience

Technical Literacy

Tools

Salesforce

Zendesk

Job description

A

Customer Service Representative (CSR)

acts as the primary link between an organization and its clients, ensuring satisfaction and brand loyalty. The job scope spans multiple communication channels—including

phone, email, live chat, social media, and face-to-face interactions

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The comprehensive breakdown of the customer service job scope includes key responsibilities, essential skills, and typical career progression paths:

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Core Job Responsibilities

• Managing Communications: Answering incoming inquiries promptly and maintaining a friendly, professional tone across all channels. [1, 2]
• Issue & Complaint Resolution: Troubleshooting product or service defects, managing difficult conversations with empathy, and providing efficient solutions. [1, 2, 3]
• Transactional Support: Processing new orders, managing account setups, and handling billing inquiries, refunds, returns, or exchanges. [1, 2, 3]
• Data & System Maintenance: Updating Customer Relationship Management (CRM) databases with accurate details of every interaction and tracking recurring customer issues. [1, 2]
• Cross-Functional Collaboration: Escalating complex cases to specialized technical support teams and sharing valuable user feedback with product or sales divisions. [1, 2]
• Business Growth Support: Educating customers on product usage while gently cross-selling or up-selling relevant services where appropriate. [1, 2, 3]

Key Performance Indicators (KPIs)

Customer service professionals are typically measured on strict performance metrics to ensure quality. These standard metrics include:

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• Customer Satisfaction Score (CSAT): Measures individual interaction quality based on post-contact surveys.
• First Contact Resolution (FCR): The percentage of incoming issues resolved during the very first interaction.
• Average Handle Time (AHT): The average duration spent resolving a customer's query, including hold times.
• Net Promoter Score (NPS): Tracks overall customer loyalty and their likelihood to recommend the brand. [1, 2, 3, 4, 5]

Essential Skills Needed

• Active Listening: Giving full attention to customers to uncover the root cause of an issue before responding.
• Clear Communication: Simplifying technical or complex company policies into easy-to-understand language.
• Empathy & Patience: Staying calm and understanding when de-escalating conversations with frustrated or angry clients.
• Technical Literacy: Proficiency with internal ticketing systems, CRM software (like Salesforce or Zendesk), and digital communication tools