Customer Service Team lead - SS10

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

Job summary

A leading HR consulting firm in Singapore is seeking a Customer Service Manager to lead the customer service team and oversee daily operations. The ideal candidate will have a Bachelor's Degree in Business Administration and at least 2 years of supervisory experience. Key responsibilities include ensuring exceptional service standards, preparing performance reports, and collaborating with cross-functional teams. This role offers a competitive salary and benefits.

Benefits

Transport allowance ($800) if candidate drives

Handphone reimbursement (capped at $60)

Sign-on bonus (T&C apply)

Qualifications

• Minimum 2 years in a Customer Service Supervisory role.
• Proven ability to lead and mentor a team.

Responsibilities

• Lead and mentor the customer service team to deliver exceptional service.
• Oversee daily operations and ensure prompt resolution of issues.
• Prepare monthly performance reports and monitor KPIs.

Skills

Leadership

Customer service excellence

Performance monitoring

Data analysis

Education

Bachelor's Degree in Business Administration or related field

Job description

Job Title

Customer Service Manager

Job Details

• Location: Tuas (Company Transport/Transport Allowance ($800) if candidate drives to work)
• Office Hours: Monday to Friday (8am to 5pm)
• Compensation: Basic $4000 to $4200 + Handphone Reimbursement (capped at $60) + 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.

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.

Contact: Samuel Siaw

The Supreme HR Advisory Pte Ltd

EA No: 14C7279

Reg No: R2412474