Senior Customer Service Operations Manager

HARTING Technology Group; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A leading technology firm is seeking a Senior Customer Service Operations Manager in Singapore. This role involves overseeing customer service operations, leading cross-cluster projects for improved customer satisfaction, and ensuring alignment with business objectives. The ideal candidate should have a bachelor's degree in a relevant field, several years of experience in customer service, and excellent English communication skills. Join us for a fulfilling career with great benefits.

Benefits

Social insurance coverage including health and pension

Employment insurance

Labor insurance

Qualifications

• Several years of professional experience in customer service.
• Experience in leading a regional/cross-border Customer Service organization.
• Excellent proficiency in English, both verbal and written.

Responsibilities

• Oversee customer service operations focusing on administrative tasks.
• Lead projects to enhance customer experience and operational efficiency.
• Supervise workforce management for optimal resource allocation.
• Provide reports to management for decision-making.
• Identify CS automation opportunities across clusters.

Skills

Leadership in customer service

Project management

Communication skills

Problem-solving

Cross-functional collaboration

Education

Bachelor’s degree in a relevant field

Job description

Senior Customer Service Operations Manager Job Description Senior Customer Service Operations Manager - Full-time / Permanent -

Position: Senior Customer Service Operations Manager

Hierarchy Level: Senior

Functional Family: Sales

Sub Function: Customer_Service

Job Description

Oversee and monitor customer service operations with a primary focus on administrative tasks. Collaborate closely with CS management to meet agreed service levels and ensure alignment with global objectives. Initiate, oversee and supervise CS process improvement and Automation Initiatives. Support development and improvement of the company’s customer service strategy for the region, ensuring alignment with overall business objectives and the needs of various stakeholders.

Job Responsibilities

• Functional coordination between the Global CoE Customer Service and other Hubs: (TAC, other CoEs), ensuring seamless communication and collaboration.
• Facilitate communication and collaboration across all clusters, with a focus on hub related initiatives aimed at improving overall customer satisfaction and driving regional projects.
• Lead cross-cluster projects, such as enhancing customer experience, improving response times, and increasing operational efficiency.
• Support day-to-day CS activities by establishing and maintaining best practice standards that are consistent across all cross-hub Customer Service teams.
• Provide routine and ad-hoc reports to management to support informed decision-making.
• Prepare audit support and present processes during audits to demonstrate compliance and best practices.
• Supervising, workforce management and Intraday-Management to plan and monitor CS capacities across all clusters, on a day-to-day basis to ensure optimal resource allocation and service delivery.
• Achieve governance by coordinating of team meetings and other forums to ensure alignment and effective communication across all levels.
• Identify CS automation opportunities for and oversee their implementation over all clusters to streamline operations and improve customer service efficiency.
• Coordinate responses to customers during emergencies (SAP / e-shop etc.) ensuring rapid and effective communication.
• Consolidate DCC requirements for all clusters, serve as a central point of contact for DCC requirements and coordinate with all stakeholders for further developments.
• Regular reporting on CS quality results, customer service quality and identify areas for improvement in alignment with cluster managers.
• Initiate trainings on systems / processes / customer communication in alignment with the cluster managers and setup / maintain a training database with all completed training programs for the customer service representatives.

Qualifications

• Bachelor’s degree in a relevant field or professional training (specialised training)
• Several years of professional experience in customer service, ideally with experience in leading a regional / cross-border Customer Service organization
• Preferably working in a medium-sized manufacturing company or in the relevant field
• Excellent proficiency in English, both verbal and written
• Note: Extensive relevant experience and demonstrated expertise may substitute for the required degree

Good reasons to get started at HARTING

Social insurance coverage

Includes pension and health insurance for employees, employment insurance and labor insurance

Staff insurance coverage

-

Location

Singapore, Singapore

Working Location

Singapore

Position Area

Sales

That suits you? Apply now!

Just one click to the application form. We look forward to meeting you!

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