Customer Service Manager
FRESHDIRECT PTE LTD
7 days ago
Posted date7 days ago
N/A
Minimum levelN/A
Job Description
Job Requirements
- Lead the Customer Service team to ensure timely, accurate, and customer-focused service delivery across all communication channels.
- Define and implement service strategies and workflows to enhance customer satisfaction, retention, and operational efficiency, including customer issue resolution and feedback management.
- Act as the key point of coordination between CS and Sales teams, ensuring service quality aligns with sales commitments and customer expectations.
- Support sales managers in driving order fulfillment, customer onboarding, and post-sale servicing.
- Collaborate cross-functionally with Sales, Operations, Production and Procurement to proactively resolve service-related issues and align on service commitments.
- Analyze customer feedback, order trends, and service KPIs to drive continuous improvement initiatives.
- Handle complex or escalated complaints tactfully with professionalism and urgency, reinforcing brand trust.
- Oversee CS team training, onboarding, and performance monitoring by developing structured programs for new hires and ongoing skills development to ensure consistent service quality.
- Plan and manage team resources, duty rosters, and contingency arrangements during peak or festive periods.
- Oversee preparation of credit notes, returns, and complaint summaries for Management review.
- Monitor and report on CS KPIs to Management, including turnaround time, service recovery rate, and workflow efficiency.
- Provide strategic and operational insights to Management for decision-making on customer service and support functions.
- Perform ad-hoc tasks as directed by Management or superior.
Job Requirements
- Substantial experience in customer service, with prior experience in a supervisory role.
- Exceptional communication and interpersonal skills.
- Strong leadership abilities with the capacity to motivate and mentor a team.
- Proficiency in using CRM software or customer service tools.
- Detail-oriented with excellent organizational and multitasking abilities.
- Sound knowledge of food products, ingredients, and their uses (preferred but not mandatory).
- Ability to work efficiently in a fast-paced environment and handle high-pressure situations.
JOB SUMMARY
Customer Service Manager
FRESHDIRECT PTE LTD
Singapore
7 days ago
N/A
Full-time
Customer Service Manager