Customer Service Manager

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)