Customer Service Manager

Location: Tuas (Company Transport / Transport Allowance ($800) if candidate drives to work)

Monday to Friday (8am to 5pm)

Basic: $4000 to $4200 + Handphone Reimbursement: Capped at $60 (Based on bill or receipt) + Sign-on Bonus (T&C apply)

Requirements

Bachelor's Degree in Business Administration, Management Studies, or a related field.

At least 2 years in Customer Service Supervisory role.

Responsibilities:

Leadership of Customer Service Team

• \tLead, coach and mentor the customer service team to deliver exceptional service standards.

• \tOversee team members' capability in managing sales leads effectively.

• \tEnsure proficiency in generating proposals, service engagement forms or eSEF, and invoicing procedures.

• \tOversee daily operations of the customer service department, ensuring prompt

resolution of customer inquiries, service issues, complaints, and escalations.

• \tMaintain an organized and efficient filing and database system for customer records and service documentation.

• \tLead digital transformation efforts related to new systems or software.

• \tManage major client accounts, including contract adherence, service reviews, annual survey and relationship building.

Achievement of Management Objectives

• \tPrepare and generate monthly performance and operational reports.

• \tMonitor adherence to standard operating procedures (SOPs) and recommend updates or improvements when necessary.

• \tEstablish and monitor KPIs and service standards to drive customer satisfaction, retention, and operational performance

• \tAnalyze customer feedback, service trends, and complaint data to identify root causes and lead service improvement initiatives.

• \tImplement customer service department manual, procedures, and training programs that promote consistency, efficiency, and a customer-first culture.

• \tProvide insights into customer trends, operational challenges, and improvement opportunities.

Collaboration with Business Development Team

• \tCollaborate cross-functionally with Business Development team to ensure service delivery aligns with customer expectations and regulatory requirements.

• \tProvide support in data analysis and insights related to customer satisfaction and sales performance.

• \tConsolidate and present monthly reports for key stakeholders, ensuring accurate and actionable information.

Cross-Departmental Coordination

• \tLiaise with key departments (Logistics, Operations, etc.) to resolve any issues that may impact customer satisfaction.

• \tEnsure smooth communication and effective collaboration between departments to meet customer needs and expectations.

Interested applicants may click apply or send your resume via WA to #85459936 (Liora) for faster response :)

Chow Zi Xin | EA R25157767

The Supreme HR Advisory | Reg No: 14C7279