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Service Excellence Manager

2 weeks ago

Singapore beBeeCustomerService Full time $60,000 - $80,000

Job Title: Customer Service Lead

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Role Summary">

We are seeking an experienced Customer Service Lead to oversee our customer service operations and drive excellence in customer experience.

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About the Role">

The ideal candidate will have a strong background in customer service management, with experience leading high-performing teams and driving business results through process improvements.

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  • Lead and manage the Customer Service team across all locations, ensuring optimal resource allocation to meet or exceed service quality metrics.

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  • Oversee day-to-day customer service operations, providing guidance, performance feedback, and direct support to ensure compliance and service excellence.

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  • Handle complex customer escalations and complaints, working closely with internal function heads to deliver effective and timely resolutions.

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  • Act as the primary liaison between Customer Service and other internal departments to align priorities and share customer-centric insights.

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  • Provide governance oversight for both outsourced contact centre operations and internal teams, ensuring consistency, compliance, and quality of service.

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  • Manage the receptionist team's daily operations to ensure a professional, welcoming, and efficient front-of-house experience.

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  • Undertake any other tasks or responsibilities as assigned by management.

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    Key Qualifications">
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    • Diploma or Degree in Business, Operations, Hospitality, or a related field.

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    • At least 3 years of experience in a customer service or customer-facing role, with proven team leadership experience.

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    • Solid understanding of customer service operations and customer experience metrics.

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    • Good interpersonal and communication skills, with the ability to influence cross-functional teams and manage conflict diplomatically.

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    • Highly customer-centric, with a genuine passion for delivering exceptional service.

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    • Excellent verbal and written communication skills.

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      Skills & Experience">

The ideal candidate will possess excellent leadership and communication skills, with the ability to inspire and motivate their team members to achieve exceptional results.

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Benefits">

This is an exciting opportunity for a talented individual to join our team and contribute to delivering outstanding customer experiences.

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How to Apply">

Please submit your application, including your resume and a cover letter outlining your relevant experience and qualifications.

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We thank all applicants for their interest; however, only those selected for an interview will be contacted.

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