Customer Service Manager

2 weeks ago

Singapore KILLEM PEST PTE LTD Full time

**Key Goal**:
Ensure customer satisfaction at all times, whilst upholding and improving Killem’s brand reputation.

Include, but not limited to:
Customer Success
- Touch base on a regular basis and build relationships with clients, especially key clients
- Communicate with clients to understand their needs and gather feedback
- Aware of and monitor all new clients being onboarded successfully, from the Sales Team
- Handling any client complaints or issues, in timely manner, that have been escalated from the Customer Service Coordinators and Key Account Executives

Mentoring and Training
- Creating Handover and Client Checklists (for key accounts),
- Coach and train A Exec to effectively implement account management
- Set up goals for team members and help them reach those goals
- Guide the team in execution of customer service related matters

Strategic
- Create and implement a reliable customer loyalty program
- Develop, implement and support management systems (i.e. ISO), including service excellence
- Develop KPIs, processes, SOPs, crisis management etc, to support the company’s objectives and targets
- Reviewing and analysedata, identify trends and opportunities for improvements
- Preparing monthly and adhoc reports, for the management team and Managing Director
- Providing support to other departments in their programmes, plans and projects.

**Academic Education & Knowledge Requirements**
- Minimum of 4 years of relevant work experience managing teams in key account management and/or customer service and/or operations

**Skills Requirements**
- Computer literate in MS Office (Word, Excel, Power point) and experience using CRM Systems i.e. Salesforce
- A high level of problem solving skills and strategic advisory to management
- Strong written and spoken English
- Common sense and high attention to detail
- Ability to inspire and motivate the team
- Patience, compassion, and empathy
- A passion for customer satisfaction, success and experience
- Excellent communication skills and ability to build relationship
- Organizational and time-management skills

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