Customer Service Supervisor (Safe Deposit Box Operations)

Certis CISCO Secure Logistics Pte Ltd; Singapore; On-site; SGD 78,000 - 100,000; Full time

Job summary

Certis CISCO Secure Logistics Pte Ltd in Singapore is seeking a Lead for Safe Deposit Box operations to ensure service excellence and efficient frontline execution.

You will manage manpower, rosters, training, and compliance with PDPA and regulatory standards, while safeguarding assets and driving customer engagement and sales.

Join a team focused on continuous improvement, audits, risk management, and delivering outstanding customer experiences.

Responsibilities

• Lead and supervise Safe Deposit Box frontline operations to ensure service excellence.
• Manage manpower planning, duty rostering, deployment, training, and competency development.
• Ensure compliance with company policies, operational procedures, PDPA requirements, regulatory standards, and internal controls.
• Uphold proper accountability, security, and management of operational assets including inventory, keys, access cards, controlled documents, and related resources.
• Coach and guide frontline staff in customer service, service recovery, customer engagement, and retail sales techniques to improve SDB box take-up rates.
• Drive customer service quality, customer retention, and new customer acquisition efforts to support business growth.
• Review and improve operational processes, controls, and service standards to optimise efficiency, consistency, and customer experience.
• Lead investigations into customer complaints, service lapses, and incidents, and implement corrective and preventive actions.
• Monitor team and operational performance, conduct reviews, and prepare timely management reports and incident updates.
• Support audits, compliance reviews, risk management activities, and regulatory inspections.
• Promote staff engagement through regular communication, coaching, feedback, and participation in employee engagement initiatives.
• Collaborate with internal and external stakeholders to support smooth operations, service improvements, and business objectives.

Job description

• Lead and supervise Safe Deposit Box frontline operations to ensure service excellence, operational efficiency, and customer satisfaction.
• Manage manpower planning, duty rostering, deployment, training, and competency development to meet operational needs.
• Ensure compliance with company policies, operational procedures, PDPA requirements, regulatory standards, and internal controls.
• Uphold proper accountability, security, and management of operational assets including inventory, keys, access cards, controlled documents, and related resources.
• Coach and guide frontline staff in customer service, service recovery, customer engagement, and retail sales techniques to improve SDB box take-up rates.
• Drive customer service quality, customer retention, and new customer acquisition efforts to support business growth.
• Review and improve operational processes, controls, and service standards to optimise efficiency, consistency, and customer experience.
• Lead investigations into customer complaints, service lapses, and incidents, and implement corrective and preventive actions.
• Monitor team and operational performance, conduct reviews, and prepare timely management reports and incident updates.
• Support audits, compliance reviews, risk management activities, and regulatory inspections.
• Promote staff engagement through regular communication, coaching, feedback, and participation in employee engagement initiatives.
• Collaborate with internal and external stakeholders to support smooth operations, service improvements, and business objectives.