Customer Service cum Admin Manager

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.