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Customer Relations Manager

2 weeks ago

Singapore YEAP TRANSPORT PTE. LTD. Full time

**JOB DESCRIPTION**
- Delivering a comprehensive service framework to address customers’ feedback
- Maintaining customers’ accounts to keep a record of customer interaction and details of actions taken on our Yeap Transport Management System (YTMS)
- Communicating and aligning with internal Ops Teams and HQ to address customer feedback and service recovery at regular Ops meeting platforms
- Building sustainable relationships to deepen customer satisfaction, including compliments for posting on our social media accounts
- Generate monthly customer service reports with clear monitoring of KPIs
- Improving customer service experience and touchpoints in consultation with Training Team
- Taking ownership of customers issues and follow through problems through to resolution
- Develop service procedures, policies and standards to ensure our company’s service standards
- Supporting Senior Manager in engaging Bus Captains and Bus Attendants to provide customer centric services and service recovery e.g. punctual, caring, reliable and safe bus services
- Awareness of SOPs for workplace safety, child safeguarding and related school and company policy to ensure proper compliance to resolve customer’s grievances aligned with company and school’s policy
- Work with school administrators to document and manage all pastoral management issues for the school’s follow through and attention
- Ensure customer service-related KPIs are achieved, monitored and reported using the YTMS as requested by school administrators and HQ
- Empower and make critical customer service decisions and ensure the appropriate communication with all parties involved for assigned campus in consultation/approval with HQ
- Work with Senior Manager to support any other daily operational contingencies effectively in a fast-paced environment
- Manage positive relations with school administrators, parents and all other stakeholders

**REQUIREMENTS**
- At least Two (2) years of working experience in a related field is required for this position. Preferably Five (5) years of CS experience.
- O or A Levels or Diploma Holder in Hospitality, customer service or business administration or related studies
- Possess good customer service skills, has a sense of urgency and a positive attitude in work
- Must be able to work independently and under pressure in a fast paced work environment
- Knowledge in using MS office programs such as outlook, MS Excel and MS Words
- Excellent oral communication in English language, strong interpersonal and active listening skills