Customer Support Assistant Manager - KT

PASONA SINGAPORE PTE. LTD.; Singapore; On-site; SGD 61,000 - 73,000; Full time

Job summary

PASONA SINGAPORE PTE. LTD.

is seeking an experienced Customer Support Assistant Manager in Singapore to oversee daily support operations, manage enquiries and complaints, and ensure high-quality customer experience across all touchpoints. You will lead the expansion of the customer support function, implement CRM processes, develop SOPs, monitor KPIs, and collaborate with IT and other departments to drive service improvements.

Qualifications

• At least 5 years of related experience in customer service / customer support / customer experience.
• Experience in F&B / Hospitality / Retail industry is a must.
• Experience using CRM platforms such as Salesforce, Zendesk, Freshdesk, HubSpot or similar systems.
• Japanese language is an advantage to liaise with Japanese-speaking stakeholders and Japan HQ.

Responsibilities

• 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.
• 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.
• 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.
• Support 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.

Skills

Customer service management

CRM experience

Team leadership

Stakeholder management

Communication

Tools

Salesforce

Zendesk

Freshdesk

HubSpot

Job description

Up to $6,000 Basic Salary + AWS + VB

Nearest MRT: Tanjong Pagar

Job ID: 20331

This role is responsible for supporting the establishment of customer support function and ensuring the delivery of a high-quality customer experience across all customer touchpoints.

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.

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.

Requirements

• At least 5 years of related experience in customer service / customer support / customer experience


• Experience in F&B / Hospitality / Retail industry is a must


• Experience using CRM platforms such as Salesforce, Zendesk, Freshdesk, HubSpot or similar systems.


• Japanese speaking is an advantage to liaise with Japanese speaking stakeholder and Japan HQ