Customer Service Manager – Operations & Team Leadership | 5 days [0580]

The Supreme HR Advisory; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A human resources consultancy in Singapore is seeking a Customer Service Supervisor to lead and mentor the customer service team. You will oversee daily operations, manage client accounts, and ensure exceptional service delivery while collaborating with various departments. The ideal candidate has a Bachelor’s degree and at least 2 years in a supervisory role. This position offers competitive compensation with benefits including transport allowance.

Benefits

Transport Allowance ($800) if candidate drives

Handphone reimbursement capped at $60

Sign-on bonus (T&C apply)

Qualifications

• At least 2 years in a Customer Service Supervisory role.

Responsibilities

• Lead and mentor the customer service team.
• Oversee sales lead management and proposal generation.
• Manage daily operations and customer inquiries.
• Drive digital transformation and manage client accounts.
• Prepare performance and operational reports.
• Monitor SOP adherence and recommend improvements.

Skills

Leadership

Customer service excellence

Sales management

Education

Bachelor’s Degree in Business Administration, Management Studies, or related field

Job description

• Location: Tuas (Company Transport / Transport Allowance ($800) if candidate drives to work)
• Monday to Friday (8am to 5pm)
• Basic: $4000 to $4200 + Handphone Reimbursement: Capped at $60 (Based on bill or receipt) + Sign-on Bonus (T&C apply)

Requirements

Bachelor’s Degree in Business Administration, Management Studies, or a related field.

At least 2 years in Customer Service Supervisory role.

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 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.