CUSTOMER SERVICE MANAGER

MARTINO AGENCY; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

MARTINO AGENCY in Singapore is looking for an experienced Customer Service Manager to lead the department towards delivering excellent customer service. The role emphasizes customer satisfaction, loyalty, and nurturing a growth-oriented environment.

The ideal candidate will have proven experience in customer service management and excellent leadership skills. You will be responsible for developing service procedures, mentoring staff, and ensuring the achievement of operational targets.

Qualifications

• Proven experience in a customer service position.
• Proficiency in Microsoft Office and customer service software.
• Excellent knowledge of management methods and techniques.
• Excellent leadership and interpersonal skills.

Responsibilities

• Improve customer service experience and facilitate growth.
• Take ownership of customer issues.
• Develop service procedures and policies.
• Mentor and develop customer service agents.

Skills

Leadership skills

Interpersonal skills

Customer service excellence

Problem-solving

Tools

Microsoft Office

Customer service software

Job description

We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Responsibilities

• Improve customer service experience, create engaged customers andfacilitate organic growth
• Take ownership of customers issues and follow problems through toresolution
• 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 anddiscussions
• Analyze statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture anenvironment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areasof improvement
• Control resources and utilize assets to achieve qualitative andquantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities

Qualifications

• Proven experience in a customer service position.
• Proficiency in Microsoft Office and customerservice software.
• Excellent knowledge of management methods andtechniques.
• Excellent leadership and interpersonal skills.