Customer Service Manager
Customer Service Manager
Posted on :
08-02-2025
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1 Vacancy
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Job Description
- Location: Jurong West Side
- Working day: 5 days
Job Scope:
- Oversee the daytoday operations of the customer service team.
- Develop and update customer profiles while defining key qualification criteria for the team.
- Manage and optimize the lead qualification process.
- Administer customer satisfaction surveys and analyze feedback.
- Create and implement a customer loyalty program.
- Regularly assess and standardize communication protocols for handling customer inquiries via messages and calls.
- Conduct frequent audits and evaluations to ensure customer service quality.
- Lead the transition to digital customer service workflows and the implementation of CRM software.
- Hold daily roll calls and debriefings to assign tasks and discuss goals with the team.
- Define Key Performance Indicators (KPIs) and conduct performance evaluations for the team.
- Prepare quarterly and biannual forecast reports for Management review and strategic planning.
- Align processes and objectives with the companys focus on Digitalization Globalization and Sustainability.
Requirements:
- A Bachelors degree preferably in Business Administration.
- Minimum of 10 years of experience in customer service including at least 5 years in a managerial or supervisory role.
- Familiarity with and handson experience in customer relationship management (CRM) software such as Microsoft Dynamics 365 Sales CRM and Microsoft Dynamics Business Central is highly desirable.
Aurora Asia Pacific (21C0671)Ying Kee (R)
The Customer Service Manager will oversee our customer service team in providing quality customer service for our clients developing ways to streamline the customer service process and supporting smooth & efficient functioning of daily sales operations.
Main Activities:
- Supervising the daily operations of the customer service team
- Create and maintain customer profiles and identify the key qualification criteria for the customer service team
- Manage and streamline the lead qualification process
- Conduct customer satisfaction surveys
- Establish a reliable customer loyalty program
- Continually review and standardize protocol on handling customers via message and calls
- Perform regular audit and checks on customer service standards
- Manage the digitalization of customer service workflow and implementation of customer relationship management (CRM) software
- Conduct daily roll call and debrief on work assignments with customer service team
- Establish Key Result Areas and performance review for the team
- Quarter and biannual forecast reporting and planning for Management review
- Promote and align processes and objectives with organizational business focus on Digitalization Internalization and Sustainability
Qualifications / Experience
- Bachelors degree preferably in business administration
- At least 10 years of experience in customer service with 5 years of experience in a managerial or supervisory position
- Strong leadership and negotiation skills
- Good written and verbal communication skills
- Knowledge and experience in using customer relationship management (CRM) applications such as Microsoft Dynamics 365 Sales CRM and Microsoft Dynamics Business Central will be preferred
- Excellent time management and problemsolving skills
- Passion for customer satisfaction
- Patience compassion and empathy
Posted on CF MCFyk 24/01/2025
Posted on Jobslah & Bossjob 7/2/2025 Lavie
Employment Type
Full Time
Key Skills
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