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Customer Service Operations Manager

1 week ago

Singapore Sinoppel Device Full time

Job Summary

Sinoppel Device is seeking a highly skilled Customer Service Operations Manager to lead our customer service team. This role is responsible for aligning with headquarters on customer service KPIs and ensuring effective local execution.

About the Role

This is an exciting opportunity to develop and implement strategies based on HQ directives while providing feedback for optimization. You will optimize customer service processes, including inquiries, complaints, returns, and repairs.

Key Responsibilities

  • Align with headquarters on customer service KPIs and ensure effective local execution.
  • Develop and implement strategies based on HQ directives while providing feedback for optimization.
  • Optimize customer service processes, including inquiries, complaints, returns, and repairs.
  • Monitor and analyze customer feedback data to improve after-sales policies and operations.
  • Coordinate with logistics, warehousing, and supply chain teams to ensure efficient after-sales support.
  • Train and develop the customer service team to enhance professionalism and efficiency.
  • Establish and implement performance evaluation systems to ensure service standards are met.
  • Motivate and retain team members through incentives, promotions, and a positive work culture.
  • Handle major customer complaints and crisis management to protect brand reputation.

Requirements

To be successful in this role, you should have at least 3 years of experience in customer service, including 2 years in a supervisory role. A strong customer-centric and service-oriented mindset is essential.