Customer Support Assistant Manager

Reeracoen Singapore Pte Ltd; Singapore; On-site; SGD 44,640 - 66,960; Full time

Benefits offered by this job

AWS

Variable Bonus

Annual Leave 14 days (Up to 18)

Medical Leave 14 days

AIA Insurance

Job summary

Reeracoen Singapore Pte Ltd is seeking a Customer Support Assistant Manager to oversee daily operations, handle inquiries, and drive service improvements. The role will lead CRM implementation, process optimization, and KPI-driven reporting while growing the team and ensuring high customer satisfaction.

The ideal candidate has a Diploma with 5+ years in customer support or CX in F&B, hospitality, retail, or service industries, and is fluent in English and Mandarin.

Qualifications

• Diploma holders with 5+ years in customer support or CX in F&B, hospitality, retail or service industries.
• Proven ability to liaise in English and Mandarin with stakeholders.
• Experience using CRM platforms (Salesforce, Zendesk, Freshdesk, HubSpot).
• Experience handling escalated complaints and improving processes.
• Experience setting up workflows or service standards and coaching teams.
• Proficient in data analysis using Excel or similar tools.

Responsibilities

• Oversee day-to-day customer support operations and manage inquiries from email and social media.
• Ensure responses meet service standards and resolve escalated issues with other departments.
• Develop and maintain SOPs, templates, and service guidelines for customer support.
• Participate in CRM implementation, requirements gathering, testing and workflow design.
• Lead recruitment and onboarding of support staff; supervise workload and coach for quality.
• Analyze customer feedback trends and prepare monthly reports with improvement initiatives.

Skills

CRM experience

Leadership

Excel data analysis

English & Mandarin

Customer service improvement

Education

Diploma holder

Tools

Salesforce

Zendesk

Freshdesk

HubSpot

Job description

Customer Support Assistant Manager (Ref: 37680)

Salary: S$4,000 - S$6,000

Our client, a renowned Japanese restaurant. They are currently looking for a Customer Support Assistant Manager to join their organization.

The Customer Support Assistant Manager will oversee daily customer support operations, manage customer enquiries and complaints, establish service standards and internal workflows, and work closely with internal stakeholders to continuously improve the customer experience.

The role will also participate in the implementation and optimisation of the company's CRM system, helping to streamline customer support processes, improve reporting capabilities, and enhance operational efficiency. As the customer support function expands, this position will play an important role in developing the team, improving service quality, and driving customer satisfaction.

Responsibilities

• Customer Support Operations
  • Manage day-to-day customer enquiries received via email and social media platforms.
  • Ensure customer enquiries and complaints are handled professionally and within established service standards.
  • Investigate escalated customer issues and coordinate with relevant departments to ensure timely resolution.
  • Monitor customer satisfaction and recommend service improvements.
• Customer Support Process Development
  • Develop and maintain customer support SOPs, response templates and service guidelines.
  • Establish internal workflows for handling customer enquiries, complaints and escalations.
  • Review existing processes regularly and recommend improvements to enhance efficiency and service quality.
  • Monitor service KPIs such as response time, resolution time and customer satisfaction.
• CRM Implementation & Process Improvement
  • Work closely with management, IT vendors and internal stakeholders in the implementation of the CRM system.
  • Participate in gathering business requirements, user testing and workflow design.
  • Support the configuration, rollout and continuous improvement of CRM processes.
  • Recommend system enhancements to improve customer support efficiency and reporting capabilities.
  • Ensure customer data is maintained accurately within the CRM system.
• Team Leadership
  • Support the recruitment and onboarding of customer support team members as the function grows.
  • Supervise daily team operations and workload allocation.
  • Coach team members to improve customer service quality and operational efficiency.
  • Conduct regular performance reviews and identify development opportunities.
• Reporting & Analysis
  • Analyse customer feedback and complaint trends.
  • Prepare monthly customer support reports and recommend service improvement initiatives.
  • Identify recurring operational issues and work with relevant departments to improve customer experience.
  • Support management with customer insights and performance reporting.

What You Will Receive

• AWS
• Variable Bonus (Based on company and individual performance)
• Annual Leave – 14 days (Up to 18 days)
• Medical Leave – 14 days
• AIA Insurance/Medical Card (excluding dental and maternity coverage)

Requirements & Preferences

• Must
  • Diploma holder
  • 5 years or more of experience in Customer Support, Customer Service, or Customer Experience from the F&B, hospitality, retail, or service industries
  • Proficiency in English and Mandarin to liaise with English- and Mandarin-speaking stakeholders
  • Experience in using a CRM platform, such as Salesforce, Zendesk, Freshdesk, HubSpot, or similar systems.
  • Experience handling escalated customer complaints and improving customer service processes
  • Has experience in assisting in setting up customer support workflows or service standards.
  • Experience supervising or coaching team members
  • Proficient in data analysis skills using Excel or similar spreadsheets
• Advantageous
  • Experience participating in CRM implementation or process improvement projects will be advantageous
  • Experience working in a Japanese company

We regret that only shortlisted candidates will be notified.

Registration No.: R1217125 (Yeo Ker Ling Caroline)

Recruitment Licence: 12C5051