Customer Service Manager (Management I Supervisory)

• Well Established Company • Basic $3800 - $4200 + AWS + Variable Bonus • Excellent Welfare and Benefits + Career progression • Working location : Tuas (Transport Provided) • Working days : Monday to Friday • Working hours : 8am to 5pm 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 • Work experiences and job responsibilities • Current and Expected salary • Reason for leaving • Date of availability • Education background We regret that only shortlisted candidates will be contacted. THIEN CHING MEI (R2198032) EA Recruitment Pte Ltd EA License No: 21C0492 =================================================================== This is in partnership with the Employment and Employability Institute Pte Ltd ("e2"i). e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between works and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to EA Recruitment's PDPA and e2i's PDPA. ====================================================================