Customer Service Manager

3 days ago

West Region, Singapore The Supreme HR Advisory Pte Ltd Full time $36,000 - $42,000 per year
  • Singapore Based (Tuas (Company Transport / Transport Allowance ($800) if candidate drives to work))
  • 5 Days work per week (8am to 5pm)
  • Basic: $4000 to $4200 + Handphone Reimbursement: Capped at $60 (Based on bill or receipt) + Sign-on Bonus (T&C apply)
  • Bachelor's Degree in Business Administration, Management Studies, or a related field. + At least 2 years in Customer Service Supervisory role.
  • Career Progression Opportunities

Responsibilities:

Leadership of Customer Service Team

  • Lead, coach and mentor the customer service team to deliver exceptional service standards.
  • Oversee team members' capability in managing sales leads effectively.
  • Ensure proficiency in generating proposals, service engagement forms or eSEF, and invoicing procedures.
  • Oversee daily operations of the customer service department, ensuring prompt

    resolution of customer inquiries, service issues, complaints, and escalations.
  • Maintain an organized and efficient filing and database system for customer records and service documentation.
  • Lead digital transformation efforts related to new systems or software.
  • Manage major client accounts, including contract adherence, service reviews, annual survey and relationship building.

Achievement of Management Objectives

  • Prepare and generate monthly performance and operational reports.
  • Monitor adherence to standard operating procedures (SOPs) and recommend updates or improvements when necessary.
  • Establish and monitor KPIs and service standards to drive customer satisfaction, retention, and operational performance
  • Analyze customer feedback, service trends, and complaint data to identify root causes and lead service improvement initiatives.
  • Implement customer service department manual, procedures, and training programs that promote consistency, efficiency, and a customer-first culture.
  • Provide insights into customer trends, operational challenges, and improvement opportunities.

Collaboration with Business Development Team

  • Collaborate cross-functionally with Business Development team to ensure service delivery aligns with customer expectations and regulatory requirements.
  • Provide support in data analysis and insights related to customer satisfaction and sales performance.
  • Consolidate and present monthly reports for key stakeholders, ensuring accurate and actionable information.

Cross-Departmental Coordination

  • Liaise with key departments (Logistics, Operations, etc.) to resolve any issues that may impact customer satisfaction.
  • Ensure smooth communication and effective collaboration between departments to meet customer needs and expectations.
SCR-vicky-wee

Wee Yuan Huan

Reg No: R

The Supreme HR Advisory Pte Ltd

EA No: 14C7279

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