Customer Service Manager
Job Summary
The Customer Service Manager will lead, coach, and mentor the customer service team to deliver exceptional service standards while overseeing daily department operations. The role requires managing major client accounts, driving digital transformation efforts, and collaborating cross-functionally with the Business Development and other departments. Candidates must hold a Bachelor's Degree in Business Administration or a related field with at least 2 years of supervisory experience in customer service.
Responsibilities
- Lead and mentor the customer service team
- Oversee daily department operations and resolve escalations
- Manage major client accounts and service reviews
- Establish KPIs and analyze customer feedback
- Collaborate with Business Development and other departments
Required Skills
- Bachelor's Degree in Business Administration or related field
- At least 2 years in Customer Service Supervisory role
- Leadership and team coaching
- Operational management and KPI tracking
- Cross-functional communication
Job Details
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
- 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 promptresolution 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.