Customer Service Manager

OCS GROUP (S) PEST SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A pest management service provider based in Singapore is seeking an Operations Coordinator to oversee daily operations and coordinate pest management services. The ideal candidate will manage job schedules, assist with customer inquiries, and ensure timely service delivery. Minimum qualifications include GCE 'N' level and at least 3 years of experience in customer service. The role emphasizes strong communication skills and the ability to work under pressure.

Qualifications

• Minimum 3 years of experience in customer service or related field.
• Experience in pest control industry is an advantage.
• Ability to work under tight deadlines.

Responsibilities

• Oversee daily operations and attendance monitoring.
• Coordinate service appointments with customers.
• Manage Permit to Work requirements.
• Prepare fogging schedules for submission.
• Monitor job completion and scheduling.

Skills

Customer service

Schedule coordination

Problem-solving

Communication

Time management

Education

GCE 'N' level and above

Job description

Job Responsibilities

• Collaborate closely with the Operations Manager and Supervisors to oversee daily operations, including annual leave planning and daily attendance monitoring.
• Coordinate with customers to arrange and confirm pest management service appointments.
• Apply for and manage Permit to Work (PTW) requirements.
• Prepare and submit fogging schedules to the National Environment Agency (NEA).
• Ensure all next-day service jobs are scheduled timely on the preceding working day.
• Plan technicians’ daily work schedules and manpower deployment to ensure timely and efficient job execution.
• Update and maintain technicians’ daily schedules in Enterpryze/Service Tracker.
• Monitor job completion status, reschedule postponed services, and ensure all scheduled jobs are carried out.
• Ensure all jobs are closed and service reports for the previous day are submitted on a daily basis.
• Ensure all services are completed by month-end to facilitate timely client billing by the Finance team.
• Attend to customer enquiries, feedback, and complaints via email and phone calls in a professional and timely manner.
• Act as a liaison between customers, supervisors, and management to ensure consistent delivery of quality service.
• Coordinate with the IT Manager on Enterpryze/Service Tracker issues encountered by technicians or during scheduling.
• Work with the General Manager on continuous process improvements to enhance efficiency, achieve cost savings, and maintain service standards.
• Provide weekly service status updates to the General Manager and Operations Manager.
• Issue credit notes for services not rendered due to operational reasons.
• Ensure all client feedback is acknowledged within two (2) hours and resolved within twenty-four (24) hours.
• Any other duties as and when assigned.

Pre-requisite

• GCE 'N' level and above.
• At least 3 years of experience in customer service or related field.
• Prior experience in pest control industry is an added advantage.
• Must be comfortable to work within tight timeline.
• Working location: Chai Chee
• Working hours: 9.00am - 6.00pm (Mon to Fri)