Customer Service Manager

MARTINO AGENCY; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A prominent service organization in Singapore is seeking an experienced Customer Service Manager to enhance customer satisfaction and retention. Responsibilities include managing service agents, developing policies, and ensuring effective resolution of customer issues. The ideal candidate will have robust leadership qualities and experience in customer service management, along with excellent proficiency in Microsoft Office and relevant software. This role is essential in promoting an efficient and high-performing customer service department.

Qualifications

• Proven experience in a customer service position.
• Excellent knowledge of management methods and techniques.
• Strong leadership and interpersonal skills.

Responsibilities

• Improve customer service experience and create engaged customers.
• Take ownership of customer issues and ensure resolution.
• Develop service procedures, policies, and standards.
• Analyze statistics and compile accurate reports.
• Recruit and mentor customer service agents.

Skills

Customer service experience

Proficiency in Microsoft Office

Leadership skills

Interpersonal skills

Tools

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 anefficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Responsibilities

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• 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 and discussions
• Analyze statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative 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 customer service software.
• Excellent knowledge of management methods and techniques.
• Excellent leadership and interpersonal skills.