customer services supervisor/manager

UCOOL SERVICES PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

UCOOL SERVICES PTE. LTD. is seeking a capable Customer Service Manager to oversee all servicing-related work and build a high-performing team.

You will lead efforts to optimize service quality, generate reports, and ensure smooth operations across the department. The role requires strong communication, bilingual English and Mandarin, and the ability to drive improvements in a fast-paced environment. Based at Toa Payoh, you will coordinate with other departments and support sales through

Qualifications

• Excellent communication, proactive, driven and responsible.
• Ability to read, write and speak English and Mandarin.
• Able to multi-task in a fast-paced, high-pressure environment.
• Know how to use new media tools to increase awareness of products and services.

Responsibilities

• Manage routine operations of the customer service department and oversee training and hiring.
• Draft, implement, and maintain the customer service management system and SOPs.
• Supervise and optimize servicing processes; handle customer complaints and internal penalties.
• Analyse customer service data and generate reports to drive improvements.
• Develop customer databases and assist sales with insights for decision making.
• Coordinate between departments and support marketing events.

Skills

Communication skills

Bilingual English/Mandarin

Leadership

Team management

Multi-tasking

Job description

Job Summary

1. Responsible for the management of all servicing related works, fulfil all assigned service tasks
2. Manage and build up a group of high quality and well-operating customer service team
3. Lead the team to solve service quality problem, hence improve effectiveness
4. Lead the team and alert the company on potential problems, avoid or reduce the happening of servicing problems
5. Lead the team to generate customer related report, and document management

Job Duties

1. Routine management of customer service department, training and hiring tasks
2. Drafting and completing current customer service management system, standard operating (services) procedure and duties
3. Responsible for supervising, executing and optimizing of servicing process assignment
4. Responsible for customers’ complaints and handling internal penalty, follow up and solve urgent cases
5. Responsible for compiling and analysing on customer services, service quality and duty reports, with solutions provided
6. Analyzing customer attrition rate, Surveying on customer satisfaction level, Analyzing on customer needs, Draft out executable solutions to improve customer satisfaction level
7. Form a customer information database and support company sales with this info, as a supporting fact for management to make decisions.
8. Regularly plans for follow up /site visit, to further develop leads, do a good customer filing management, maintain high-quality potential customers.
9. Form up related sales database and analyse accordingly, complete sales index data and statistic by monthly, quarterly and annually
10. Practice good coordination between departments and our marketing events

Requirement

1. Possess excellent communication, proactive, driven and responsible

2. *Ability to read, write and speak in both English and Mandarin*

3. Able to multi-task and work in a fast pace and high pressure environment

4. Know how to use new media tools to increase customers' awareness of the company's products and services

Working hours

9am-8pm on Mondays-Saturdays (6Days/week)

Working Location

Toa Payoh