Customer Service Manager (Management I Supervisory)

EA Recruitment Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading recruitment agency in Singapore is looking for a Customer Service Manager to lead a team dedicated to exceptional service standards. The role requires at least 2 years of customer service experience and a diploma in Business Management or equivalent. Responsibilities include overseeing daily operations, managing client accounts, and leading digital transformation efforts. The company offers a competitive salary package with benefits.

Benefits

Excellent welfare and benefits

Career progression

Transport provided

Qualifications

• At least 2 years of customer service experience.
• Lead and mentor customer service teams effectively.
• Proficient in managing sales leads and proposals.

Responsibilities

• Oversee daily operations of the customer service department.
• Manage major client accounts and maintain service standards.
• Collaborate with Business Development to meet customer expectations.

Skills

Customer service experience

Team leadership

Digital transformation

Education

Min Diploma in Business Management or equivalent

Job description

• Well Established Company
• Basic $3800 - $4200 + AWS + Variable Bonus
• Excellent Welfare and Benefits + Career progression
• Working location : Tuas (Transport Provided)
• Working days : Monday to Friday
• Working hours : 8am to 5pm

Job 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.

Requirements:

• Min Diploma in Business Management or equivalent
• At least 2 years of Customer service experience

Candidates are encouraged to apply this position via Apply Now button with the following information in the resume

• Work experiences and job responsibilities
• Current and Expected salary
• Reason for leaving
• Date of availability
• Education background

We regret that only shortlisted candidates will be contacted.

THIEN CHING MEI (R2198032)

EA Recruitment Pte Ltd

EA License No: 21C0492