Customer Service Manager (9 months / up to 5.5k) #HMS

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A staffing solutions company in Singapore is seeking a proactive Service Excellence Officer for a 9-month maternity cover. You will enhance customer experience standards through effective communication, process improvements, and quality initiatives. Ideal candidates are detail-oriented with customer service experience and strong collaboration skills.

Qualifications

• Experience in customer service or related field.
• Ability to draft professional communication effectively.
• Experience collaborating with cross-functional teams.

Responsibilities

• Draft clear and professional apology letters to customers.
• Collaborate with various teams to enhance customer satisfaction.
• Support the manager in identifying process improvements.

Skills

Proactive communication

Detail-oriented

Customer service skills

Process improvement knowledge

Job description

Service Excellence Officer (9-Month Maternity Cover)
💰 Up to $5,500/month
🕣 Working Hours: Monday – Friday, 8:30 AM – 5:15 PM
📅 Duration: 9 months (Maternity Cover)

About the Role

We are seeking a proactive and detail-oriented Service Excellence Officer to join our team on a maternity cover contract. Reporting to the Service Excellence Manager, you will play a key role in upholding and enhancing our customer experience standards through effective communication, process improvements, and service quality initiatives.

Key Responsibilities

• Draft clear, empathetic, and professional apology letters to customers, ensuring all communication reflects company values and tone.
• Collaborate with cross‑functional teams — including Claims, Telemarketing, Customer Service, and Operations — to enhance customer loyalty and satisfaction.
• Support the Service Excellence Manager in identifying and implementing process improvements that elevate the customer journey.
• Assist in the management and resolution of customer complaints and feedback, ensuring timely and effective follow‑up.
• Work closely with internal stakeholders to gather information and insights for complaint resolution and service enhancements.
• Monitor trends in customer feedback and complaints to identify recurring issues and propose solutions.
• Contribute to reporting on service metrics and improvement projects.
• Participate in other service excellence initiatives as required.