Customer Service Manager (Management I Supervisory)

EA RECRUITMENT PTE. LTD.; Singapore; On-site; SGD 42,000 - 47,000; Full time

Benefits offered by this job

AWS

Variable Bonus

Transport Provided

Job summary

EA RECRUITMENT PTE. LTD. is seeking a Customer Service Team Leader to guide a high-performing team in delivering outstanding service from Tuas.

The role requires coaching, mentoring, and effective management of sales leads, proposals, and invoicing processes to ensure client satisfaction. You will oversee daily operations, drive digital transformation, and manage major accounts while coordinating with cross-functional teams to meet service levels and performance targets.

Qualifications

• Bachelor's degree in business admin or related field.
• At least 2 years of customer service experience.
• Experience leading a service team preferred.

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 inquiries, issues, complaints and escalations.
• Maintain 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 relationships.

Skills

Team leadership

Customer service management

Coaching

Education

Bachelor's degree in Business Administration or related field

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:

Leadership of Customer Service Team

• 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:

• Minimum Bachelor's Degree in Business Administration, Management Studies, or a related field

• At least 2 years of Customer service experience

We regret that only shortlisted candidates will be contacted.