Customer Service Manager (Regulated Industry) (ID: 688560)

PERSOL; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading recruitment agency in Singapore is seeking a Customer Service Supervisor to lead and mentor the customer service team. The role involves overseeing operations, managing client accounts, and ensuring service delivery meets customer expectations. Candidates should have a Bachelor's degree, at least 2 years of supervisory experience, and strong problem-solving and communication skills. This position offers opportunities for career growth in a dynamic environment.

Qualifications

• Bachelor's Degree in Business Administration, Management Studies, or a related field is required.
• Minimum 2 years of experience in a Customer Service Supervisory role.
• Strong adaptability, problem-solving, and analytical skills required.
• Excellent communication abilities and a friendly demeanor.

Responsibilities

• Lead and mentor the customer service team to enhance service delivery.
• Oversee team effectiveness in managing sales leads and documentation.
• Manage daily operations for prompt resolution of customer inquiries.
• Manage major client accounts and ensure contract compliance.
• Prepare and generate monthly performance reports focusing on operational goals.
• Establish and monitor key performance indicators to enhance customer satisfaction.
• Analyze customer feedback for improvements in service.
• Implement standardized procedures promoting a customer-first culture.
• Collaborate with Business Development to meet customer expectations.
• Support data analysis related to customer satisfaction and sales performance.

Skills

Customer service management

Team leadership

Problem-solving

Analytical skills

Communication

Education

Bachelor’s Degree in Business Administration or related field

Job description

Responsibilities

• Lead, coach, and mentor the customer service team to enhance service delivery.
• Oversee the team's effectiveness in managing sales leads and generating necessary documents, including proposals and invoices.
• Manage daily operations, ensuring prompt resolution of customer inquiries, service issues, and escalations.
• Manage major client accounts, ensuring contract compliance and fostering strong relationships.
• Prepare and generate monthly performance reports, focusing on adherence to operational goals.
• Establish and monitor key performance indicators (KPIs) to enhance customer satisfaction and retention.
• Analyze customer feedback and service trends to identify areas for improvement and drive customer service initiatives.
• Implement standardized procedures and training programs that promote efficiency and a customer-first culture.
• Collaborate with the Business Development team to ensure service delivery meets customer expectations and requirements.
• Provide support in analyzing data related to customer satisfaction and sales performance.
• Consolidate and present monthly reports to key stakeholders, ensuring clarity of information.
• Liaise with key departments (Logistics, Operations, etc.) to address any issues affecting customer satisfaction.

Requirements

• Minimum Bachelor’s Degree in Business Administration, Management Studies, or a related field.
• At least 2 years of experience in a Customer Service Supervisory role.
• Strong adaptability, problem-solving, and analytical skills.
• Excellent communication abilities and a friendly demeanor.

Interested candidates who wish to apply for the advertised position, please click on “Apply”. We regret that only shortlisted candidates will be notified.

EA License No.: 01C4394 (PERSOL SINGAPORE PTE LTD)

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