Customer Service Excellence Manager

3 days ago


Singapore Singapore Post Ltd Full time

Job Description

eam and Performance Management:

- Responsible for the daily operations of our overseas subsidiaries and the Singapore Customer Service operation.
- Coordinate efforts to maintain consistency in service levels, adherence to processes, and sharing of best practices.
- Provide clear direction, mentorship, and professional development opportunities to ensure the team delivers top-notch customer service.

Quality Assurance:

- Responsible for establishing, maintain, and analyze data to establish quality assurance procedures to verify that all sites effectively and consistently handle customer interactions.
- Conduct regular audits and training to correct any flaws in the department's operations. NPS and CSAT Score

Cross-Functional Collaboration:

- Collaborate closely with other departments such as logistics, operations, and sales to ensure a holistic approach to customer service that supports the entire customer journey.

Issue Resolution:

- Guide the team in handling complex customer issues, escalations, and complaints.
- Ensure timely and effective resolution while maintaining a customer-centric approach.

Technology and Tools:

- Implement and utilize appropriate customer service technologies and tools to streamline processes, enhance efficiency, and deliver exceptional service experiences.

Communication:

- Maintain transparent and open communication channels with all sites, corporate leadership, and clients.
- Provide regular updates on customer service performance, challenges, and improvements.

Training and Development:

- Identify training needs and develop continuous training programs for the customer service team.
- Ensure that team members are equipped with the necessary skills and knowledge to excel in their roles.

Crisis Management:

- Develop contingency plans and strategies to manage customer service operations during crisis situations, ensuring mínimal disruption to client support.

Customer and Vendor Management:

- Maintain a good relationship with APAC customer and vendor to cross-share customer service knowledge and best practice, which will benefit each other.
- Collect and analyze customer feedback to gain insights into pain points, preferences, and emerging trends.
- Improve service offerings and identify opportunities for innovation Assist with new client and vendor onboarding.

**Requirements**:

- Degree / Diploma in Business Management or related studies
- Minimum 5 to 7 years of relevant experience in Customer Service role
- Prior experience in implemented service improvement plan will be an advantage.
- Energetic, customer-centric oriented and positive mindset
- Strong coaching and leadership skills, ability to motivate employees.
- Excellent listening skills and strong problem-solving skills to effectively manage/resolve complaints & difficult situations.
- Ability to adapt changes and perform under pressure in a fast-paced environment.



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