Customer Relationship Manager (CRS)

- Let's Make Customers Smile

At OneO2Plants, we breathe freshness into space-and we're looking for a Customer Relationship Manager who can bring that same energy into every customer interaction.

Employment Type: Full-Time / Permanent
Location: West Area
Working Hours: Mon-Fri, 8:30am-5:30pm
Salary Range: $4,000-$4,500
Annual Leave: 14 days/year (+ other leave benefits after confirmation, as per MOM requirements)

Salary Payment: Monthly (end of month)

About the Role

Love solving problems, leading people, and turning customer issues into "wow" moments?

You'll lead our Customer Relationship Services team and deliver consistently great customer experiences. You'll coach the team, manage escalations, improve service processes, and partner with internal teams to keep customers happy-while supporting retention and growth through service insights.

What You'll Do

1. Lead & develop the CRS team

• Coach and guide CRS Executives to deliver friendly, consistent, high-quality service

• Conduct regular 1:1s, team check-ins, and training (communication, service recovery, product/service knowledge)

• Support onboarding and manpower scheduling to ensure strong coverage

2. Manage customer escalations end-to-end

• Triage, investigate root causes, and drive resolutions with clear follow-up

• Handle sensitive/high-impact cases calmly with empathy and confidence

• Build strong relationships with key customers and strengthen loyalty through service recovery

3. Improve operations & ways of working

• Collaborate closely with Ops/Sales/Finance/Service teams to resolve requests efficiently

• Improve SOPs, templates, and workflows to reduce repeat issues and increase consistency

• Close feedback loops and drive service improvements based on trends and customer insights

4. Track performance & drive service KPIs

• Monitor service performance (e.g., CSAT, response time, resolution time, complaint rate, first contact resolution)

• Prepare reports and implement continuous improvement plans month-on-month

5. Support retention & revenue growth

• Identify retention risks and opportunities for cross/up-sell and referrals (without compromising service integrity)

• Partner with internal stakeholders to convert customer insights into account growth actions

What We're Looking For

• Diploma/Degree preferred (or equivalent relevant experience)

• 3-6 years in customer service/customer relationship experience (preferably B2B)

• 1-2 years of team leadership/coaching experience

• Strong communication, stakeholder management, and conflict resolution skills

• Proactive, adaptable, and customer-obsessed

Grow Your Career with OneO2Plants - Apply Today!