Customer Service Manager

NATURELAND GROUP PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading customer service company based in Singapore is seeking a professional to manage customer interactions and oversee operations. The role involves greeting customers, ensuring smooth service operations, handling complaints, and maintaining high service standards. The ideal candidate will have excellent interpersonal skills and experience in managing staff and inventory procedures.

Responsibilities

• Greet all customers with a smile upon entering the outlet.
• Ensure all customers sign in using the tablet with NRIC number.
• Answer phone calls for reservations politely.
• Monitor and respond promptly to reservations and queries.
• Confirm service type and duration with customers.
• Build and maintain good customer relationships.
• Arrange and manage therapists and receptionists work schedule.
• Oversee and update the outlet daily schedule board.
• Assign therapists appropriately to customers.
• Handle staff-related issues professionally.
• Ensure daily outlet operation runs smoothly.
• Check stock levels regularly and reorder supplies.
• Handle customer complaints professionally.
• Ensure financial handling is accurate and reconciled.

Job description

Customer Interaction & Front Desk Management

• Greet all customers with a smile upon entering Natureland outlet.
• Ensure all customers sign in using the tablet providing their NRIC number and full name before the start of any service.
• Answering phone calls for reservation in a polite and professional manner.
• Monitor and respond promptly to reservations, queries, and complaints received via email and whatsapp.
• Confirm service type and duration with customers, communicate politely without disturbing them.
• Build and maintain good customer relationships to enhance satisfaction and loyalty.

Staff, Scheduling & Operations Oversight

• Arrange and manage therapists and receptionists work schedule to ensure optimal coverage and productivity.
• Oversee and update the outlet daily schedule board, including therapists assignments and room usage.
• Assign therapist appropriately to customers and ensure full understanding of retail products and service types.
• Handle staff related issues professionally and lead the team with fairness and authority.
• Share information with therapists and receptionists promptly after each monthly management meeting.
• Ensure daily outlet operation runs smoothly, resolving disruptions proactively.

Inventory & Facility Management

• Check stock levels regularly, reorder supplies when running low.
• Ensure supplies and stock usage are accurately recorded and accounted for.

Complain Handling and Service Recovery

• Handle customer complains on-premises in a professional and calm manner.
• Take ownership of customer issues, follow up, and resolve in a timely manner.

Financial Handling

• Ensure cash sales, petty cash, and system tallies are accurate and reconciled daily.

Customer Service Excellence and Reporting

• Improve customer service experience, create engaged customers, and drive organic growth.
• Develop and implement service procedures, standards, and policies aligned with Natureland values.
• Set a clear service mission and align team strategies to achieve it.
• Maintain accurate records of service actions and conversations.
• Analyse service performance, compile outlet reports, and monitor KPIs.

Compliance and Resource Management

• Apply industries best practices to continuously improve outlet operations.
• Control outlet resources and utilise assets effectively to meet targets.
• Adhere to the approved budget, controlling expenses responsibly.
• Maintain an orderly workflow based on operational priorities and staff strengths.