Customer Service Manager

NATURELAND CARE PTE. LTD.; Singapore; On-site; SGD 30,000 - 50,000; Full time

Job summary

A leading wellness company in Singapore seeks a professional to manage customer interactions, oversee staff scheduling, and ensure smooth daily operations. You will be responsible for providing excellent service, handling complaints, and maintaining accurate financial records. The ideal candidate should have strong leadership skills and a commitment to customer satisfaction. This role requires flexibility to work public holidays and weekends.

Qualifications

• Exceptional interpersonal and communication skills.
• Ability to manage schedules and teams effectively.
• Strong problem-solving abilities.

Responsibilities

• Manage customer interactions and front desk operations.
• Oversee staff scheduling and daily operations.
• Handle inventory management and financial reconciliation.
• Resolve customer complaints effectively.
• Ensure compliance with company policies and resource management.

Skills

Customer service skills

Conflict resolution

Attention to detail

Team leadership

Job description

Customer Interaction & Front Desk Management

• Must be able to work on public holidays and weekends.
• 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.
• Answer 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 CSO work schedule to ensure optimal coverage and productivity.
• Oversee and update the outlet daily schedule board, including therapist 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 CSO 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 complaints 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 industry 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.