Customer Service Manager
Job Summary
We are looking for an experienced and service-oriented Customer Service Manager to lead our customer service operations and ensure a high standard of customer satisfaction. The ideal candidate will manage daily team activities, resolve escalated issues, and develop procedures to achieve service quality targets. This role also involves coordinating across departments and training staff to improve overall performance.
Responsibilities
- Manage daily activities of the customer service team
- Handle and resolve escalated customer enquiries and complaints
- Develop customer service procedures and monitor performance
- Train and coach customer service staff
Required Skills
- Diploma or Degree in Business Administration, Management or related
- Experience in customer service with supervisory role
- Strong communication and leadership skills
- Proficient in Microsoft Office and CRM systems
Job Details
Customer Service Manager
Key Responsibilities:
* Manage and supervise the daily activities of the customer service team.
* Handle customer enquiries, feedback, complaints, and service-related issues professionally.
* Resolve escalated customer cases and ensure timely follow-up.
* Develop and implement customer service procedures and service standards.
* Monitor team performance and ensure service quality targets are achieved.
* Train, coach, and guide customer service staff to improve their performance.
* Coordinate with sales, operations, logistics, and other departments to resolve customer issues.
* Maintain accurate records of customer interactions, complaints, and resolutions.
* Prepare customer service reports and provide updates to management.
* Identify recurring customer issues and recommend improvements to products, services, or operational processes.
* Build and maintain strong relationships with key customers.
* Manage staff scheduling and manpower allocation within the department.
* Ensure company policies and procedures are followed by the customer service team.
Requirements:
* Diploma/Degree in Business Administration, Customer Service, Management, or a related field.
* Relevant experience in customer service, preferably with supervisory or managerial experience.
* Strong communication and interpersonal skills.
* Good leadership and team management abilities.
* Strong problem-solving and complaint-handling skills.
* Able to work independently and under pressure.
* Customer-focused with a professional and positive attitude.
* Proficient in Microsoft Office and customer management systems.
* Good command of English; additional languages will be an advantage.
Position:
Job Title: Customer Service Manager
Employment Type: Full-Time
Working Location: Singapore