Customer Service Manager (Management I Supervisory I Chemical Plant)

EA Recruitment Pte. Ltd.; Singapore; On-site; SGD 42,000 - 47,000; Full time

Benefits offered by this job

AWS

Variable bonus

Excellent welfare and benefits

Transport provided

Job summary

EA Recruitment Pte Ltd invites applications for a Customer Service Team Leader in Singapore. You will lead the CS team, oversee lead management, invoicing, and support digital transformation while ensuring top service standards across major client accounts.

The role requires strong leadership, at least 2 years in customer service, and collaboration across departments. Working hours are 8am–5pm, Monday to Friday, at Tuas with transport provided.

Qualifications

• Minimum Bachelor’s Degree in Business Administration, Management Studies, or related field.
• At least 2 years of customer service experience.

Responsibilities

• Lead, coach and mentor the customer service team to deliver exceptional service standards.
• Oversee daily operations of the customer service department and resolve inquiries.
• Maintain organized filing and database system for customer records.
• Lead digital transformation related to new systems or software.
• Manage major client accounts, including contracts, service reviews and relationship building.
• Prepare monthly performance and operational reports.
• Collaborate with Business Development to align service delivery with sales.
• Coordinate with Logistics and Operations to meet customer needs.

Skills

Leadership

Team management

Customer service

Coaching

Data analysis

Cross-functional collaboration

Proposal generation

Invoicing

Education

Bachelor's degree in Business Administration

Management Studies

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.

THIEN CHING MEI (R2198032)

EA Recruitment Pte Ltd

EA License No: 21C0492

This is in partnership with the Employment and Employability Institute Pte Ltd ("e2"i).

e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between works and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives.

By applying for this role, you consent to EA Recruitment's PDPA and e2i's PDPA.