Responsibilities

Lead and supervise the customer service team by assigning daily tasks and monitoring staff performance to ensure operational efficiency.
Train and coach customer service staff to enhance skills and improve service quality.
Manage staff scheduling and leave arrangements to maintain adequate team coverage.
Resolve escalated customer complaints by investigating issues and implementing effective solutions promptly and professionally.
Monitor and analyze customer feedback to maintain and improve customer satisfaction levels.
Develop and refine service procedures to reduce response times and enhance customer experience.
Build and sustain strong relationships with key customers to support long-term business growth.
Coordinate cross-functionally with Sales, Inventory, Finance, and Engineering teams to ensure accurate communication of customer requests and timely resolution of delivery, quotation, invoice, repair, and service appointment issues.
Follow up on outstanding customer issues to ensure closure and customer satisfaction.
Prepare monthly reports summarizing customer service performance and key metrics.
Maintain long-term customer relationships through consistent engagement and service excellence.

Required competencies and certifications

Proficient in MS Office applications to prepare reports and manage customer data.
Demonstrated ability to communicate effectively and organize work efficiently.
Self-motivated and able to work independently with minimal supervision.
Positive attitude with strong organizational skills and ability to multitask.
Minimum 2 years of relevant customer service experience.
Educational background at GCE O / N / NITEC / Diploma / Degree level or equivalent with relevant work experience.

Preferred competencies and qualifications

Strong team player with initiative and self-discipline to interact effectively at all organizational levels.

Service Admin

Customer Service cum Admin Manager