Customer Service Supervisor

TECHELM SERVICES PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading service provider in Singapore is looking for a dedicated Customer Service Supervisor. You will oversee daily call center operations, ensure high standards of service quality, and coach the customer service team. This role is essential for operational efficiency and continuous improvement, requiring strong leadership and communication skills. The position offers a stable schedule of Normal Office Hours, 5 days a week.

Qualifications

• Dedicated and proactive leadership approach.
• Ability to manage and motivate a team effectively.
• Strong communication skills for internal stakeholder engagement.

Responsibilities

• Oversee daily operations of the call center.
• Ensure consistent service quality and performance standards.
• Coach and develop the CSO team.

Job description

Overview

We are looking for a dedicated and proactive Customer Service Supervisor to oversee the daily operations of our 24-hour carparking call centre. The ideal candidate is a hands‑on leader who ensures smooth service delivery, motivates the front‑line team and upholds the highest standards of customer care. This role is vital in maintaining operational efficiency, managing resources effectively and driving continual improvements to meet both client and company service expectations.

Key responsibilities

The job holder will be responsible for ensuring the call centre operates seamlessly with consistent service quality and adherence to performance standards. This includes supervising and guiding the CSO team in responding to customer queries across multiple channels such as phone, chat and email; monitoring performance metrics, ensuring service recovery for customer complaints and taking corrective actions when needed.

The supervisor will also coordinate the shift rosters to ensure adequate staffing, undertake daily administrative duties and ensure compliance with company procedures and service standards. The job holder will also prepare and submit required reports, maintain accurate operational records and communicate effectively with internal stakeholders and business partners.

Besides daily operations, the job holder will play a key role in coaching and developing the CSO team, conducting performance reviews and coaching, and fostering a culture of accountability and service excellence. The job holder will also participate in process improvements, manage customer escalation cases, and ensure timely follow‑up on technical, claims and enforcement issues. The jobholder will be working on Normal Office Hours, 5 days a week [Mon-Fri].