Customer Service Team Lead

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

Job summary

A leading service provider in Singapore is seeking a Customer Service Team Lead to manage a team of Customer Service Officers. Responsibilities include responding to inquiries, resolving issues, and maintaining customer records while ensuring compliance with company standards. This role is crucial for enhancing customer experience through teamwork and effective communication.

Qualifications

• Experience in customer service management.
• Strong communication skills, both verbal and written.
• Ability to handle complaints and address issues effectively.

Responsibilities

• Manage a team of Customer Service Officers.
• Respond to customer inquiries via various communication channels.
• Maintain and update customer records in the CRM system.
• Monitor performance metrics related to customer service.

Job description

The Customer Service (CS) Team Lead manages a small team of CS Officers at Our Tampines Hub (OTH) to provide informative services to the residents that is patronizing OTH and to work closely with the client for all the related administrative duties and the reporting of all marketing communications activities.

Primary responsibilities include:

Customer Interaction

- Respond to customer inquiries via phone, email, chat, or in-person in a timely and professional manner.

- Provide accurate information about products, services, and company policies.

- Assist customers with placing orders, making returns, and processing exchanges.

Issue Resolution

- Address customer complaints, troubleshoot problems, and follow up to ensure issues are resolved satisfactorily.

- Escalate complex issues to the appropriate department or supervisor when necessary.

Record Keeping

- Maintain up-to-date and accurate customer records, including details of inquiries, complaints, and transactions.

- Document customer interactions and actions taken in the company’s CRM system.

Collaboration

- Work closely with other departments to provide seamless customer service.

Customer Feedback

- Collect and analyze customer feedback to identify areas for improvement in products, services, or customer processes.

- Provide suggestions to management on how to improve the overall customer experience.

Compliance

- Adhere to company policies and procedures, as well as industry regulations and best practices.

- Ensure all customer service activities comply with legal and ethical standards.

Performance Monitoring

- Meet or exceed key performance indicators (KPIs) related to customer service, such as response times, resolution rates, and customer satisfaction scores.

At Surbana Jurong, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. Join us in making a positive impact on the world!