Customer Service Team lead

The Supreme HR Advisory; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading HR consultancy in Singapore is looking for a Customer Service Manager. This role requires overseeing customer service operations, leading a team, and ensuring exceptional service. The ideal candidate will have a Bachelor's degree and supervisory experience in customer service. Competitive salary and additional benefits are offered, including a transport allowance.

Benefits

Transport allowance of $800

Handphone reimbursement up to $60

Sign-on bonus

Qualifications

• At least 2 years in Customer Service Supervisory role.
• Ability to lead and mentor a team effectively.

Responsibilities

• Leadership of Customer Service Team
• Oversee daily operations of the customer service department.
• Ensure prompt resolution of customer inquiries and service issues.

Skills

Customer service excellence

Leadership skills

Analytical skills

Cross-functional collaboration

Education

Bachelor’s Degree in Business Administration, Management Studies, or a related field

Job description

Overview

Job Title: Customer Service Manager

Location: Tuas (Company Transport / Transport Allowance ($800) if candidate drives to work)

Working Days & Hours: Monday to Friday, 8am to 5pm

Basic Salary: $4000 to $4200 + Handphone Reimbursement: Capped at $60 (Based on bill or receipt) + Sign-on Bonus (T&C apply)

Requirements

• Bachelor’s Degree in Business Administration, Management Studies, or a related field.

• At least 2 years in Customer Service Supervisory role.

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.

Samuel Siaw

The Supreme HR Advisory Pte Ltd

EA No: 14C7279

Reg No: R2412474