#SGUNITED JOBS - Customer Service Executive

ITCAN PTE. LIMITED; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading service provider in Singapore seeks a Customer Service Manager to address customer feedback, enhance service quality, and streamline internal training. You will manage expectations, analyze feedback, and prepare relevant reports. Ideal candidates will have strong communication skills and a background in service management processes.

Qualifications

• Experience in customer service roles with understanding of service management processes.
• Ability to analyze feedback and propose actionable improvements.
• Strong communication and organizational skills.

Responsibilities

• Manage customer expectations in alignment with agreed service levels.
• Track, investigate, and respond to customer feedback promptly.
• Conduct root cause analysis for negative feedback.

Skills

Customer feedback management

Root cause analysis

Service quality improvement

Report preparation

Training coordination

Job description

• Manage customer expectations in alignment with agreed service levels.
• Track, investigate, and respond to customer feedback (compliments, complaints, and suggestions) promptly and professionally.
• Conduct root cause analysis for negative feedback and work with respective teams to implement corrective and preventive actions.
• Conduct annual customer satisfaction surveys, analyze results, and propose improvement measures.
• Drive customer-oriented initiatives to enhance overall service quality and user experience.
• Review and proofread incident reports to ensure completeness, accuracy, and professionalism.
• Prepare monthly reports, presentation materials, and meeting minutes for management review.
• Identify and nominate staff demonstrating exemplary service performance for monthly recognition.
• Coordinate and support internal training sessions, including preparing materials and presentation slides.
• Maintain and update staff contact lists and related documentation to ensure accuracy.
• Organize and support ad-hoc internal engagement events and service excellence activities.
• Basic understanding of IT systems and service management processes, as this knowledge will support effective investigation, analysis, and communication of feedback related to technical incidents and service performance.