Customer Service Manager

3 weeks ago


Singapore GOLDEN DRAGON MANAGEMENT SERVICES Full time
Roles & Responsibilities

Key Responsibilities
  • Lead, coach, and manage the customer service team to deliver excellent support across all touchpoints (phone, email, chat, etc.)
  • Develop and implement customer service policies, standards, and procedures to enhance customer satisfaction
  • Monitor and analyze key performance metrics (e.g. response times, resolution rates)
  • Handle complex customer inquiries or complaints with professionalism and empathy
  • Collaborate cross-functionally with operations, sales, and marketing to improve the overall customer experience
  • Train staff regularly on product knowledge, systems, and customer service techniques
  • Report regularly to senior management on team performance and customer feedback
Requirements
  • Diploma/Degree in Business, Communications, or related field
  • Minimum 3 years of experience in customer service, with at least 2 years in a supervisory or managerial role
  • Excellent communication, interpersonal, and problem-solving skills
  • Strong leadership abilities with a passion for team development
  • Proficient in using customer service software
  • Customer-oriented mindset with a positive, solution-focused attitude
Tell employers what skills you have

Product Knowledge
Leadership
Microsoft Office
Microsoft Excel
Customer Experience
Customer Support
Customer Loyalty
Team Development
Administration
Marketing
Customer Satisfaction
Statistics
Customer Service
Customer Service Experience
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