Customer Service Supervisor

2 days ago

Singapore UCOOL SERVICES PTE. LTD. Full time

In-charge of all customer services department matters, lead and manage the team, handle customer service issues and corporate after sales services

**工作职责**
- Responsible for the management of all servicing related works, fulfil all assigned service tasks
- Manage and build up a group of high quality and well-operating customer service team
- Lead the team to solve service quality problem, hence improve effectiveness
- Lead the team and alert the company on potential problems, avoid or reduce the happening of servicing problems
- Lead the team to generate customer related report, and document management

**Job Duties**
- Routine management of customer service department, training and hiring tasks
- Drafting and completing current customer service management system, standard operating (services) procedure and duties
- Responsible for supervising, executing and optimizing of servicing process assignment
- Responsible for customers’ complaints and handling internal penalty, follow up and solve urgent cases
- Responsible for compiling and analysing on customer services, service quality and duty reports, with solutions provided
- Analyzing customer attrition rate, Surveying on customer satisfaction level, Analyzing on customer needs, Draft out executable solutions to improve customer satisfaction level
- Form a customer information database and support company sales with this info, as a supporting fact for management to make decisions.
- Regularly plans for follow up /site visit, to further develop leads, do a good customer filing management, maintain high-quality potential customers.
- Form up related sales database and analyse accordingly, complete sales index data and statistic by monthly, quarterly and annually
- Practice good coordination between departments and our marketing events

**Requirement**:
1. Possess excellent communication, proactive, driven and responsible

2. *Ability to read, write and speak in both English and Mandarin*

3. Able to multi-task and work in a fast pace and high pressure environment

4. Know how to use new media tools to increase customers' awareness of the company's products and services

**Working hours**: 9am-6pm on Mondays-Fridays & 9am-1pm Saturdays ( 5.5Days/week )

**Working Location **：Toa Payoh

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