Customer Service Manager

PERSOL; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A prominent customer service firm in Singapore is seeking a Customer Service Supervisor to lead and mentor their team, ensuring excellent service delivery. The ideal candidate will have at least 2 years of supervisory experience in customer service, excellent problem-solving and communication skills, and a Bachelor’s Degree in a related field. Key responsibilities include managing daily operations, handling client accounts, and spearheading digital transformation initiatives. The role demands a proactive approach to customer satisfaction and team leadership.

Qualifications

• 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 and problem-solving skills.
• Excellent communication abilities and a friendly demeanor.

Responsibilities

• Lead, coach, and mentor the customer service team.
• Oversee effectiveness in managing sales leads and generating documents.
• Manage daily operations with prompt resolution of inquiries and service issues.
• Spearhead digital transformation initiatives.
• Manage major client accounts and contracts.

Skills

Customer service management

Team leadership

Problem-solving

Analytical skills

Communication

Education

Bachelor’s Degree in Business Administration or Management Studies

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.

• Maintain an efficient filing and database system for customer records and service documentation.

• Spearhead digital transformation initiatives related to new systems or software.

• 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.

We regret to inform that only shortlisted candidates will be notified.