Assistant Customer Service Manager

4 days ago

Bukit Merah, Singapore Ademco (Far East) Pte Ltd Full time

**Roles and Responsibilities**:

- Ensure and upkeep the service level to the clients and resolving their daily needs and requirements
- Lead and manage the assigned teams in daily operations ensuring resources are optimised with accurate, timely and smooth delivery and tracking of cases and services
- Effectively handle and manage customers’ escalations and complaints
- Participate actively in the customer retention program and strategy
- Manage, motivate and coach direct report to ensure team has the relevant knowledge to perform service deliveries
- Conduct team’s performance evaluation and career development planning
- Publishing campaigns on services updates via EDMs to customers
- Billing management collection in relation to the income generated from the department
- Identify operational gaps and drive to ensure process improvements to enhance team’s productivity and performance
- Work closely with team to ensure timely submission of quotations, credit notes and renewal of contract
- Ensure data accuracy in CRM
- Prepare and present monthly team meetings on the progress in service deliverables
- Handling enquiries relating to all other services
- Meticulous, organised and an effective team player

**Requirements**:

- Degree preferred with industry experience managing service operations
- People oriented with excellent and proven Customer Service background
- Meticulous and excellent attention to details
- Service and result oriented
- Proficient in English with excellent written and spoken communication skills and proficiency in Mandarin (to liaise with Mandarin-speaking customers)
- Ability to influence and guide individual and groups towards achieving their goals, leading by example
- Excellent organizational skills, decision making and time management skills
- Proficient in MS Office software including Outlook, Word and Excel and Google Documents
- Capable of working efficiently in a fast pace environment and reacts well under pressure
- Ability to work independently and possess good team spirit
- Willingness to learn and adapt quickly to changes
- Immediate commencement

**Other information**:

- Working Days and Hours: Monday - Friday; 8.30am - 6pm
- Working Location: Central
- 5 day work week

**Job Types**: Full-time, Permanent

**Salary**: $3,800.00 - $5,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Dental insurance
- Health insurance

Schedule:

- Monday to Friday

Supplemental pay types:

- 13th month salary
- Commission pay
- Performance bonus

Work Location: One location

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