Customer Service Manager

4 days ago

Singapore ADVINES HR SOLUTIONS PTE. LTD. Full time

Job description
Functional objectives (Role / desired outcome)
- Integrated and effective customer service hub with close cross-regional and -functional alignment.
- High customer satisfaction and loyalty via above-average customer service levels.

Tasks and Responsibilities
- Develop and execute a comprehensive customer service strategy for the Asia region in alignment with the company's overall business strategy.
- Monitor and analyze customer feedback as well as current processes to identify areas for improvement and develop as well as implement action plans accordingly (incl. resource allocation).
- Set and approve targets for the functions within the Asia CS hub and ensure their achievement.
- Effectively manage the CS organization to ensure delivery of outstanding service - meeting or exceeding the commitments made to customers.
- Provide regular reports on customer service performance to senior management and handle the escalation process to them.
- Ensure compliance with all relevant regulations and standards related to customer service.
- Collaborate with Frontline Sales to identify and capitalize on cross-selling and upselling opportunities.
- Lead the CS team by providing coaching and performance mgmt. to foster a positive environment that encourages employee retention and satisfaction.

Education and professional knowledge:

- 5+ years of experience in customer service, ideally with experience in leading a regional / cross-border Customer Service organization.
- Preferably working in a medium-sized manufacturing company.
- Building and developing a multi-national customer service team.
- Demonstrated expertise in project management and the ability to plan and organize strategic initiatives related to customer service.
- SAP knowledge and experience is a must.
- Profound knowledge of the customer service landscape, including customer needs, key market developments and strategic options.
- Demonstrated expertise in project management and the ability to plan and organize strategic initiatives related to customer service.
- Excellent interpersonal skills and ability to manage and align stakeholders, including customers, suppliers, and internal teams and management.
- Bachelor’s or Master’s degree in management or related field, with excellent English language skills both orally and in writing.

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