Customer Service Manager

-; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading customer service company in Singapore is seeking a Customer Service Manager to lead and mentor a team focused on delivering exceptional service standards. The role involves overseeing daily departmental operations, managing client accounts, and driving performance improvement initiatives. Candidates should possess a Bachelor's Degree and at least two years of supervisory experience. The compensation package includes a basic salary of $4000 to $4200, plus additional reimbursements and bonuses.

Benefits

Transport Allowance ($800 if candidate drives)

Handphone Reimbursement up to $60

Sign-on Bonus (T&C apply)

Qualifications

• Bachelor's Degree in Business Administration, Management Studies, or a related field.
• At least 2 years in Customer Service Supervisory role.

Responsibilities

• Lead, coach and mentor the customer service team to deliver exceptional service standards.
• Oversee daily operations ensuring prompt resolution of customer inquiries.
• Monitor adherence to procedures and recommend improvements.
• Manage major client accounts and service reviews.
• Collaborate cross-functionally with Business Development team.

Job description

Customer Service Manager

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)

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 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

• Bachelor's Degree in Business Administration, Management Studies, or a related field.
• At least 2 years in Customer Service Supervisory role.