Customer Service Team lead

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

Job summary

A human resources consultancy in Singapore is seeking a Customer Service Manager to lead the customer service team. The ideal candidate must have a Bachelor's degree in Business Administration and at least 2 years of supervisory experience in customer service. Responsibilities include overseeing daily operations, managing client accounts, and collaborating with business development to ensure service delivery aligns with expectations. The position offers a salary range of $4000 to $4200 with additional benefits.

Benefits

Transport allowance ($800) if candidate drives to work

Handphone reimbursement (capped at $60)

Qualifications

• At least 2 years in Customer Service Supervisory role.

Responsibilities

• Lead the Customer Service Team to deliver exceptional service standards.
• Oversee daily operations of the customer service department.
• Manage major client accounts and ensure contract adherence.
• Prepare and generate monthly performance and operational reports.
• Collaborate with Business Development team for service delivery.
• Liaise with key departments to resolve issues impacting customer satisfaction.

Skills

Leadership skills

Coaching and mentoring

Customer relationship management

Education

Bachelor’s Degree in Business Administration or 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