Customer Service Manager

IMPACT BPO SERVICES PTE. LTD.; Singapore; On-site; SGD 47,000 - 67,000; Full time

Job summary

IMPACT BPO SERVICES PTE. LTD. in Singapore is seeking an experienced Customer Service Manager to lead a busy team and ensure excellent service delivery to clients.

You will plan training, refine SOPs, monitor feedback, resolve issues, and uphold the company image while driving operational efficiency.

Qualifications

• Diploma in Business Management or related field.
• Min. 4 years of experience in a call center or hospitality industry with at least 2 years in a supervisory capacity.
• Strong customer-centric personality with analytical and problem-solving skills.
• Excellent conflict resolution skills and ability to handle difficult customers.
• Strong work ethic, team player, customer oriented with meticulous mindset.
• Self-motivated person who can bring ideas and improve processes.
• Proficient in Microsoft Office applications.

Responsibilities

• Ensure smooth day-to-day operations and consistency of best service attitude to clients.
• Ensure the customer service team maintains a good company image.
• Improvise, implement, and propose improvements to work procedures.
• Plan and conduct on-job-training for new employees or existing team members.
• Manage the Customer Service Team.
• Oversee and follow up on consolidation of feedback from frontline teams and clients; review feedback/complaints.
• Provide clients with clear information on their requirements.
• Deliver top-notch quality service to clients.
• Ensure guidelines, policies and procedures are aligned.
• Handle inbound calls and inquiries; resolve complaints with alternatives or solutions.
• Review SOPs, forms, templates for operational efficiency with the team.
• Manage morale, welfare, and health of the Customer Service Team.
• Handle HR matters including leave approvals, overtime, and urgent requests.

Skills

Customer centric

Analytical skills

Problem solving

Conflict resolution

Team player

Self-motivation

Education

Diploma in Business Management

Tools

Microsoft Office

Job description

Job responsibilities:

• Ensure smooth day-to-day operations and consistency of best service attitude to clients
• Ensure the customer service team maintain good company image
• Improvise, implement, and propose to the improvement of work procedures
• Plan and conduct on-job-training for new employees and/ or existing team members
• Manage the Customer Service Team
• Oversee and follow up on the consolidation of feedback from the respective frontline teams and clients. Reviewing the feedback/ complaints received
• Proper understanding of the industry and services provided, giving clients a clear information on what they require
• Deliver top-notch quality service to clients
• Ensure guidelines, policies and other procedures are aligned
• Managing incoming calls, and inquiries and handling complaints providing clients with alternatives or appropriate solutions
• Review the standard operating procedures (SOPs), forms, templates, and lists to ensure operational efficiency in consultation with the team
• Manage the morale, welfare, and health of the Customer Service Team
• Handle human resource matters, including leave approval, overtime, and urgent requests(if any).

Requirements:

• At least a Diploma in Business Management or related fields.
• Min. 4 years of experience in a call center or hospitality industry with at least 2 years in a supervisory capacity in managing a team.
• Strong customer centric personality with excellent analytical and problem-solving skills.
• Excellent conflict resolution skills and ability to handle difficult customers and issues.
• Strong work ethics, team player, customer oriented with meticulous mindset
• Self-motivated person who can bring ideas and improve our existing processes
• Proficient in Microsoft applications

If you are shortlisted for the first round of screening, our Recruiter will contact you directly.

EA License No: 21C0571 | EA Reg No:21103634 (Johnny Wu)