Customer Service Manager 【Funeral Industry】

The Supreme HR Advisory Pte. Ltd.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

The Supreme HR Advisory Pte Ltd is seeking a Customer Service Operations Manager to lead the Customer Service Team and ensure smooth daily operations with excellent service standards. You will supervise staffing, planning, scheduling, and administrative tasks while coordinating with the Funeral Director, Assistant Operations Manager and Managing Director to meet business goals.

You will develop SOPs, train staff, monitor performance, manage facilities and resources, and drive continuous

Qualifications

• Diploma or degree in business administration or related field preferred.
• Experience in customer service, operations management or team leadership.
• Experience managing a customer service team and overseeing daily operations.

Responsibilities

• Oversee and manage the Customer Service Team to ensure smooth daily operations and excellent customer service.
• Supervise phone-manning arrangements, manpower planning, staff scheduling, administrative tasks and operational requirements.
• Work closely with the Funeral Director, Assistant Operations Manager, Managing Director and other departments to achieve business objectives.
• Handle incoming calls, customer enquiries, feedback and complaints, providing appropriate solutions and alternatives where necessary.
• Monitor and review customer feedback and complaints to identify areas for service and operational improvement.
• Develop, review and implement standard operating procedures (SOPs), company policies, forms and work processes to improve efficiency.
• Plan and conduct on-the-job training for new and existing employees to enhance service standards and job competency.
• Manage staff performance, discipline, morale and welfare, including leave approvals, overtime arrangements and urgent manpower requests.
• Ensure company policies, business ethics, operational guidelines and service standards are consistently followed.
• Oversee the management of facilities, equipment, procurement and other resources to support daily operations.
• Develop and evaluate operational strategies and initiatives to improve service quality, productivity and overall business performance.
• Provide regular staff performance updates and operational recommendations to the Managing Director.
• Perform other ad hoc duties as assigned by management.

Skills

Customer service

Operations management

Team leadership

Administrative work

Reporting

Documentation

People management

Education

Business Administration degree

Job description

Job Responsibilities

• Oversee and manage the Customer Service Team to ensure smooth daily operations and excellent customer service.

• Supervise phone-manning arrangements, manpower planning, staff scheduling, administrative tasks and operational requirements.

• Work closely with the Funeral Director, Assistant Operations Manager, Managing Director and other departments to achieve business objectives.

• Handle incoming calls, customer enquiries, feedback and complaints, providing appropriate solutions and alternatives where necessary.

• Monitor and review customer feedback and complaints to identify areas for service and operational improvement.

• Develop, review and implement standard operating procedures (SOPs), company policies, forms and work processes to improve efficiency.

• Plan and conduct on-the-job training for new and existing employees to enhance service standards and job competency.

• Manage staff performance, discipline, morale and welfare, including leave approvals, overtime arrangements and urgent manpower requests.

• Ensure company policies, business ethics, operational guidelines and service standards are consistently followed.

• Oversee the management of facilities, equipment, procurement and other resources to support daily operations.

• Develop and evaluate operational strategies and initiatives to improve service quality, productivity and overall business performance.

• Provide regular staff performance updates and operational recommendations to the Managing Director.

• Perform other ad hoc duties as assigned by management.

Job Requirements

• Diploma or Degree in Business Administration, Customer Service, Management or a related field is preferred.

• Proven experience in customer service, operations management or team leadership.

• Experience managing a customer service team and overseeing daily operational activities.

• Proficient in administrative work, reporting and documentation.

• Experience in the funeral services industry will be an advantage.

Whatapps: +65 344
Phang Swee Yan (Rachael) Reg No: R1657954
The Supreme HR Advisory Pte Ltd EA No: 14C7279