Customer Service Manager (Management I Supervisory) - #1123513

• Well Established Company

• Basic $3,800 - $4,200 + Transport allowance (with own vehicle $800) + AWS + Variable Bonus 

• Excellent Welfare and Benefits + Career progression

• Working location: Tuas (Company Transport Provided)

• Working days: Monday - Friday

• Working hours: 8.00am - 5.00pm 

Job 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.

Requirements:

• Minimum Bachelor’s Degree in Business Administration, Management Studies, or a related field.

• At least 2 years in Customer Service Supervisory role

Candidates are encouraged to apply this position via Apply Now button with the following information in the resume

• Work experiences and job responsibilities

• Current and Expected salary

• Reason for leaving

• Date of availability

• Education background

We regret that only shortlisted candidates will be contacted.

THIEN CHING MEI (R2198032)
EA Recruitment Pte Ltd
EA License No: 21C0492