Customer Service Executive

2 weeks ago

Jurong, Singapore M1 Limited Full time

Job ID:

CS_2023_CSE

Job Type:

Full Time

Job Classification:

Executive

Department:

Customer Service

Function:

Customer Service or Admin

Location:

Jurong, Singapore

Years of Experience:

1

Job Responsibilities/Requirements:


As a Customer Service Executive, you will play a pivotal role in overseeing and optimizing the customer service operations of the company.

You will be responsible for managing a team of customer service officers, implementing efficient processes, and ensuring exceptional customer satisfaction.

This role requires strong leadership skills, a strategic mindset, and a customer-centric approach.

  • Supervise and support a team of customer service officers, providing guidance, training, and performance feedback. Set performance targets, monitor individual and team performance, and take necessary actions to ensure highquality service delivery.
  • Evaluate and streamline customer service processes to enhance efficiency and effectiveness. Identify bottlenecks, implement best practices, and establish key performance indicators (KPIs) to measure team and individual performance.
  • Develop strategies to improve the overall customer experience. Analyze customer feedback, identify pain points, and propose and implement solutions to enhance customer satisfaction and loyalty.
  • Handle escalated customer issues or complaints that require managerial intervention. Work closely with team members, other departments, and stakeholders to resolve complex customer problems in a timely and satisfactory manner.
  • Develop training programs and materials to equip customer service representatives with the necessary skills and knowledge. Conduct regular training sessions and provide ongoing coaching to improve the team's performance and ensure adherence to company standards.
  • Generate regular reports on key customer service metrics, such as response time, resolution time, customer satisfaction scores, and team productivity. Analyze data to identify trends, opportunities for improvement, and actionable insights.
  • Collaborate with other departments, such as Sales, Marketing, and Operations, to ensure alignment and seamless coordination. Share customer insights, market trends, and feedback to drive continuous improvement across the organization.
  • Implement quality assurance processes to ensure consistent and highquality service delivery. Conduct audits, monitor customer interactions, provide feedback to team members, and implement corrective actions as needed.
  • Stay updated on customer service technologies, tools, and industry trends. Evaluate and recommend appropriate software, CRM systems, and automation tools to enhance efficiency and improve customer service capabilities.

Qualifications

  • Bachelor's degree in business administration, management, or a related field; relevant certifications are a plus.
  • Proven experience in customer service management, preferably in a leadership role.
  • Strong leadership and people management skills, with the ability to motivate and inspire a team.
  • Excellent problemsolving and decisionmaking abilities, with a focus on finding innovative solutions.
  • Exceptional communication skills, both verbal and written, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
  • Analytical mindset with the ability to interpret data, generate insights, and make datadriven decisions.
  • Proficiency in using customer service software, CRM systems, and reporting tools.
  • Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
  • Knowledge of customer service best practices, industry trends, and regulatory requirements.
  • Customerfocused mindset, with a deep understanding of customer needs and expectations.
  • Ability to thrive in a fastpaced, dynamic work environment and adapt to changing priorities.
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