CUSTOMER SERVICE MANAGER (THREE STAR)

hr solutions consultants llp; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

hr solutions consultants llp is seeking a Customer Service Manager in Singapore to lead the customer service team, uphold service standards, resolve customer issues, and drive overall customer satisfaction.

The role requires coordinating with sales, operations, and logistics, implementing service procedures, and reporting on performance metrics to continuously improve the customer experience.

Responsibilities

• Lead, supervise, and motivate the customer service team to provide professional and efficient service.
• Handle customer enquiries, feedback, complaints, and escalated cases promptly and professionally.
• Develop and implement customer service procedures, policies, and service standards.
• Monitor staff performance and ensure customer enquiries and complaints are resolved within required timelines.
• Train and coach customer service staff to improve communication, product knowledge, and problem-solving skills.
• Maintain good relationships with customers and understand their requirements and expectations.
• Coordinate with sales, operations, logistics, and other departments to resolve customer-related matters.
• Monitor customer satisfaction and identify areas for service improvement.
• Prepare customer service reports, including complaints, response times, recurring issues, and service performance.
• Manage customer records and ensure information is accurately maintained in the company’s system.
• Assist with difficult or sensitive customer situations and recommend appropriate solutions.
• Ensure the department complies with company policies and applicable procedures.
• Participate in management meetings and provide recommendations for improving customer experience.
• Plan manpower schedules and allocate duties to ensure adequate customer service coverage.
• Perform other customer service and administrative duties assigned by management.

Job description

A Customer Service Manager is responsible for managing the customer service team, maintaining service standards, resolving customer issues, and improving overall customer satisfaction.

Customer Service Manager – Job Roles & Responsibilities

• Lead, supervise, and motivate the customer service team to provide professional and efficient service.
• Handle customer enquiries, feedback, complaints, and escalated cases promptly and professionally.
• Develop and implement customer service procedures, policies, and service standards.
• Monitor staff performance and ensure customer enquiries and complaints are resolved within required timelines.
• Train and coach customer service staff to improve communication, product knowledge, and problem-solving skills.
• Maintain good relationships with customers and understand their requirements and expectations.
• Coordinate with sales, operations, logistics, and other departments to resolve customer-related matters.
• Monitor customer satisfaction and identify areas for service improvement.
• Prepare customer service reports, including complaints, response times, recurring issues, and service performance.
• Manage customer records and ensure information is accurately maintained in the company’s system.
• Assist with difficult or sensitive customer situations and recommend appropriate solutions.
• Ensure the department complies with company policies and applicable procedures.
• Participate in management meetings and provide recommendations for improving customer experience.
• Plan manpower schedules and allocate duties to ensure adequate customer service coverage.
• Perform other customer service and administrative duties assigned by management.