Customer Service Manager
Job Summary
The Customer Service Manager will lead, coach, and mentor the customer service team to ensure exceptional service standards and operational efficiency. You will oversee daily department operations, manage key client accounts, and drive digital transformation initiatives. The role also requires close cross-functional collaboration with Business Development and Logistics teams to ensure alignment with customer expectations.
Responsibilities
- Lead, coach, and mentor the CS team
- Oversee daily operations and service standards
- Manage key client accounts and contracts
- Drive digital transformation and process improvements
- Coordinate cross-departmentally for service resolution
Required Skills
- Bachelor’s degree in Business or Management
- Minimum 2 years in CS supervisory role
- Leadership and team management
- Data analysis and reporting
- Strategic planning and SOP management
Job Details
Role: Customer Service Manager
Work Arrangement:
- Location: Singapore Based (Tuas)
- Work Schedule: 5 Days work per week (8am to 5pm)
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:
- Bachelor’s Degree in Business Administration, Management Studies, or a related field.
- At least 2 years in Customer Service Supervisory role.