Customer Service Manager

Responsibilities:

• Ensure smooth day-to-day operations and consistency of best service attitude to clients
• Ensure the customer service team maintain good company image
• Improvise, implement, and propose to the improvement of work procedures
• Plan and conduct on-job-training for new employees and/ or existing team members
• Manage the Customer Service Team
• Oversee and follow up on the consolidation of feedback from the respective frontline teams and clients. Reviewing the feedback/ complaints received
• Proper understanding of the industry and services provided, giving clients a clear information on what they require
• Deliver top-notch quality service to clients
• Ensure guidelines, policies and other procedures are aligned
• Managing incoming calls, and inquiries and handling complaints providing clients with alternatives or appropriate solutions
• Review the standard operating procedures (SOPs), forms, templates, and lists to ensure operational efficiency in consultation with the team
• Manage the morale, welfare, and health of the Customer Service Team

Requirements:

• At least a Diploma in Business Management or related fields.
• Min. 4 years of experience in a call centre or hospitality industry with at least 2 years in a supervisory capacity in managing a team.
• Strong customer centric personality with excellent analytical and problem-solving skills.
• Good team player with good interpersonal communication and presentation skills
• Self-motivated, meticulous, and independent
• Able to do shift work, and work on Public Holidays and Overtime

If you are shortlisted for the first round of screening, our Recruiter will contact you directly.

EA License No: 21C0571 | EA Reg No:21103634 (Johnny Wu)