Head of Customer Service | Up to $4.2K | 5 Days | Tuas

The Supreme HR Advisory Pte Ltd; Singapore; On-site; SGD 125,000 - 150,000; Full time

Job summary

A recruitment agency in Singapore is seeking a Customer Service Manager to lead a team focused on exceptional service delivery. The role includes managing operations, preparing performance reports, and collaborating with business development teams to align service delivery with customer expectations. The ideal candidate will possess a Bachelor’s degree and at least 2 years of supervisory experience in customer service, demonstrating leadership, analytical skills, and a customer-first mindset. Competitive salary and benefits offered.

Benefits

Transport allowance of $800 if candidate drives

Handphone reimbursement capped at $60

Sign-on bonus (T&C apply)

Qualifications

• 2+ years in a Customer Service Supervisory role.
• Experience leading and managing teams.
• Strong analytical skills related to customer feedback and service trends.

Responsibilities

• Lead, coach, and mentor the customer service team.
• Oversee operations ensuring timely resolution of inquiries and complaints.
• Prepare monthly performance and operational reports.
• Collaborate with cross-functional teams to meet customer needs.

Skills

Leadership skills

Coaching and mentoring

Customer service expertise

Proficiency in data analysis

KPI monitoring

Education

Bachelor’s Degree in Business Administration, Management Studies, or a related field

Job description

Customer Service Manager

Location: Tuas (Company Transport / Transport Allowance ($800) if candidate drives to work)

Monday to Friday (8am to 5pm)

Basic: $4000 to $4200 + Handphone Reimbursement: Capped at $60 (Based on bill or receipt) + Sign-on Bonus (T&C apply)

Bachelor’s Degree in Business Administration, Management Studies, or a related field.

At least 2 years in Customer Service Supervisory role.

Interested applicants can also send your resume to Liwenpoh741#gmail.com and allow our consultant to match you with our clients. No Charges will be incurred by Candidates for any service rendered.

WA ME 9735 4019 for more Customer Service Manager 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.