Customer Service Team Lead - 0210

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

Job summary

A leading human resources consultancy in Singapore is seeking a Customer Service Manager to lead and mentor the customer service team. The ideal candidate will have a Bachelor's degree and at least 2 years in a supervisory role. Responsibilities include ensuring exceptional service standards, preparing performance reports, and collaborating with the Business Development team. This position offers an opportunity to drive customer satisfaction and operational excellence.

Qualifications

• Minimum of 2 years in Customer Service Supervisory role.
• Strong leadership and coaching skills in a customer service setting.

Responsibilities

• Lead, coach, and mentor the customer service team.
• Ensure prompt resolution of customer inquiries and service issues.
• Prepare monthly performance and operational reports.
• Monitor adherence to SOPs and recommend improvements.
• Collaborate with Business Development team for service delivery.

Skills

Customer Service Leadership

Team Coaching and Mentoring

Sales Management

Customer Satisfaction Analysis

Operational Performance Monitoring

Cross-Department Collaboration

Education

Bachelor’s Degree in Business Administration or related field

Job description

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.

Interested applicants may click apply or send your resume via WA to #85459*** (Liora) for faster response :)