
Customer Service Manager
2 weeks ago
Location: Jurong, West Side
- Working day: 5 days
**Job Scope**:
- Oversee the day-to-day operations of the customer service team.
- Develop and update customer profiles, while defining key qualification criteria for the team.
- Manage and optimize the lead qualification process.
- Administer customer satisfaction surveys and analyze feedback.
- Create and implement a customer loyalty program.
- Regularly assess and standardize communication protocols for handling customer inquiries via messages and calls.
- Conduct frequent audits and evaluations to ensure customer service quality.
- Lead the transition to digital customer service workflows and the implementation of CRM software.
- Hold daily roll calls and debriefings to assign tasks and discuss goals with the team.
- Define Key Performance Indicators (KPIs) and conduct performance evaluations for the team.
- Prepare quarterly and bi-annual forecast reports for Management review and strategic planning.
- Align processes and objectives with the companys focus on Digitalization, Globalization, and Sustainability.
**Requirements**:
- A Bachelors degree, preferably in Business Administration.
- Minimum of 10 years of experience in customer service, including at least 5 years in a managerial or supervisory role.
- Familiarity with and hands-on experience in customer relationship management (CRM) software, such as Microsoft Dynamics 365 Sales CRM and Microsoft Dynamics Business Central, is highly desirable.
Aurora Asia Pacific (21C0671)|Ying Kee (R21103783)
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