Manager/Senior Manager, Customer Services, NMC

7 days ago

Singapore A*STAR RESEARCH ENTITIES Full time

Roles & Responsibilities The Manager/Senior Manager, Customer Services, will be responsible for leading and optimising NMC’s customer service operations to ensure seamless coordination between laboratories and customers, uphold quality standards, and drive data-driven improvements. This role is pivotal in delivering an exceptional customer experience while ensuring process excellence and compliance with relevant quality standards. Key Responsibilities Customer Service & Satisfaction Develop and implement service initiatives to enhance customer experience and satisfaction. Liaise closely with laboratories to ensure timely, high-quality service delivery. Gather and analyse customer feedback to identify areas for improvement and implement action plans. Drive continuous improvements to enhance service processes, leveraging data-driven decision-making. Operational & Service Delivery Oversee daily service operations and coordinate incoming/outgoing service items and reports, including leading the customer service team responsible for: Managing customer inquiries, quotations, billing, and related correspondence to ensure efficient service turnaround. Developing and maintaining up-to-date policies, SOPs, and work instructions to support high-quality service delivery. Leading and implementing digital transformation initiatives to improve accessibility and streamline processes. Compliance & Process Improvement Ensure compliance with relevant quality management standards. Implement policies and procedures to enhance service quality, efficiency, and compliance. Identify and lead process improvement initiatives to enhance service excellence and performance. Financial & Data Analytics Supervise financial processes including service quotations, invoicing, and revenue collection in accordance with organisational policies. Analyse service data to monitor performance, identify trends, and implement improvements that support data-driven decision-making. Preferred Qualifications & Experience Relevant experience in service operations, quality management, or technical services. Familiarity with relevant quality management system requirements would be advantageous. Experience in process improvement, data analysis, and driving service excellence. Exposure to financial processes such as invoicing, revenue collection, and service quotations. Strong customer service mindset and collaborative working style. Ability to manage multiple priorities and work effectively with cross-functional teams. Commitment to continuous learning, proactive problem-solving, and attention to detail The above eligibility criteria are not exhaustive. A*STAR may include additional selection criteria based on its prevailing recruitment policies. These policies may be amended from time to time without notice. We regret that only shortlisted candidates will be notified. Tell employers what skills you have Digital TransformationData AnalysisCustomer ExperienceQuality ManagementProcess ImprovementCustomer EngagementTechnical ServicesCustomerfocusedComplianceCustomer SatisfactionMetrologyService ExcellenceAccessibilityData AnalyticsTransmissionService Delivery

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