Customer Service Manager [Tuas | 5 days | up to $4200 + Bonus] - LCYL

THE SUPREME HR ADVISORY PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading human resource firm in Singapore is seeking a Customer Service Manager to lead a team in delivering exceptional service standards. This role includes overseeing daily operations, managing client accounts, and improving service delivery while ensuring compliance with regulatory requirements. Candidates should have a Bachelor's degree in Business Administration and at least 2 years of supervisory experience in customer service. A competitive salary package is offered, including bonuses and allowances.

Benefits

Transport Allowance

Handphone Reimbursement

Sign-on Bonus

Qualifications

• Minimum 2 years in supervisory customer service roles.
• Strong analytical skills with experience in data-driven decision-making.

Responsibilities

• Lead and mentor the customer service team.
• Ensure effective management of sales leads.
• Maintain organized customer records and documentation.
• Oversee daily operations of the customer service department.
• Collaborate with Business Development for service delivery.

Skills

Team Leadership

Customer Relationship Management

Data Analysis

Operational Efficiency

Education

Bachelor’s Degree in Business Administration

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

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

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