Customer Service Manager |5 Days-6681

The Supreme HR Advisory; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A recruitment agency in Singapore is seeking a Customer Service Manager to lead and mentor the customer service team. Responsibilities include overseeing daily operations, managing client accounts, and implementing service standards to enhance customer satisfaction. The ideal candidate should hold a Bachelor’s Degree and have at least 2 years of experience in a supervisory role. Competitive salary and benefits are offered.

Benefits

Transport Allowance ($800) if candidate drives to work

Handphone Reimbursement $60

Sign-on Bonus

Qualifications

• At least 2 years in Customer Service Supervisory role.

Responsibilities

• Lead, coach and mentor the customer service team to deliver exceptional service standards.
• Oversee daily operations of the customer service department.
• Ensure proficiency in managing sales leads effectively.

Education

Bachelor’s Degree in Business Administration, Management Studies, or a related field.

Job description

Customer Service Manager

Location: Tuas (Company Transport / Transport Allowance ($800) if candidate drives to work)

Working Hours: Monday to Friday (8am to 5pm)

Basic: $4000 to $4200 + Handphone Reimbursement $60 + Sign-on Bonus

Requirements

Bachelor’s Degree in Business Administration, Management Studies, or a related field.

At least 2 years in Customer Service Supervisory role.

Responsibilities

• Lead, coach and mentor the customer service team to deliver exceptional service standards.
• Oversee team members' capability in managing sales leads effectively.
• Ensure proficiency in generating proposals, service engagement forms or eSEF, and invoicing procedures.
• Oversee daily operations of the customer service department, ensuring prompt
  resolution of customer inquiries, service issues, complaints, and escalations.
• Maintain an organized and efficient filing and database system for customer records and service documentation.
• Lead digital transformation efforts related to new systems or software.
• Manage major client accounts, including contract adherence, service reviews, annual survey and relationship building.

Achievement of Management Objectives

• Prepare and generate monthly performance and operational reports.
• Monitor adherence to standard operating procedures (SOPs) and recommend updates or improvements when necessary.
• Establish and monitor KPIs and service standards to drive customer satisfaction, retention, and operational performance
• Analyze customer feedback, service trends, and complaint data to identify root causes and lead service improvement initiatives.
• Implement customer service department manual, procedures, and training programs that promote consistency, efficiency, and a customer-first culture.
• Provide insights into customer trends, operational challenges, and improvement opportunities.

Collaboration with Business Development Team

• Collaborate cross-functionally with Business Development team to ensure service delivery aligns with customer expectations and regulatory requirements.
• Provide support in data analysis and insights related to customer satisfaction and sales performance.
• Consolidate and present monthly reports for key stakeholders, ensuring accurate and actionable information.

Cross-Departmental Coordination

• Liaise with key departments (Logistics, Operations, etc.) to resolve any issues that may impact customer satisfaction.
• Ensure smooth communication and effective collaboration between departments to meet customer needs and expectations.