Customer Service Manager
Job Summary
ECO SPECIAL WASTE MANAGEMENT PTE LTD is seeking a Customer Service Manager to lead and mentor the customer service team while overseeing daily department operations. The role involves managing major client accounts, driving digital transformation efforts, and collaborating closely with the Business Development and Operations teams. The ideal candidate will hold a Bachelor's Degree and have at least 2 years of supervisory experience in customer service.
Responsibilities
- Lead and mentor customer service team
- Oversee daily operations and resolve customer issues
- Manage major client accounts and contracts
- Drive digital transformation and KPI monitoring
- Collaborate with Business Development and Operations
Required Skills
- Bachelor's Degree in Business Administration or related field
- Minimum 2 years in Customer Service Supervisory role
- Strong adaptability and problem-solving skills
- Good communication and analytical skills
Job Details
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.
- Adaptability, problem-solving, and analytical skills.
- Good communication skills and pleasant personality.
Remuneration:
- Basic salary: $4,000 – $4,200
- Working Hours: Monday to Friday (8am – 5pm)
- Company Transport / Transport Allowance ($800) if candidate drives to work
- Handphone Reimbursement: Capped at $60 (Based on bill or receipt)
- Sign-on Bonus (Terms and Conditions apply)