Job 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 of Customer service experience

Candidates are encouraged to apply this position via Apply Now button with the following information in the resume

We regret that only shortlisted candidates will be contacted.

LIONG ZHAO GUAN (R22107632)

EA Recruitment Pte Ltd

EA License No: 21C0492

Customer Service Manager (West | Management I Supervisory)