Head of Customer Service | Up to $4.2K | 5 Days | Tuas - 0310

-; Singapore; On-site; SGD 125,000 - 150,000; Full time

Job summary

A leading advisory firm in Singapore is seeking a Customer Service Manager to lead and mentor their customer service team, ensure exceptional service standards, and manage major client accounts. The ideal candidate will have a Bachelor's degree in Business Administration and at least 2 years in a supervisory role. This position offers a competitive salary and additional benefits including transport allowance and handphone reimbursement. Applicants can send their resumes to the provided email address.

Benefits

Transport allowance ($800)

Handphone reimbursement (up to $60)

Sign-on Bonus

Qualifications

• At least 2 years in a Customer Service Supervisory role.
• Experience in coaching and mentoring a team.
• Proficient in generating performance reports.

Responsibilities

• Lead and mentor the customer service team to deliver exceptional service.
• Oversee daily operations and prompt resolution of customer inquiries.
• Manage major client accounts and ensure contract adherence.

Skills

Team leadership

Customer service management

Sales lead management

Digital transformation

KPI monitoring

Education

Bachelor's Degree in Business Administration

Job description

Customer Service Manager

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

Work hours: Monday to Friday (8am to 5pm)

Base salary: $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 [e-mail].

WA Me 9735 4019 for more Customer Service Manager role.

Responsibilities

• 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.

POH LI WEN REG NO: R25136683

THE SUPREMEHR ADVISORY PTE LTD EA NO: 14C7279