Responsibilities:

·        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.

·        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

·        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.

·        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.

Qualified or interested candidates, please submit your updated resume in MS format by using the Apply Now Button or email to irene.lee@cvistahr.com

Candidates are also encouraged to contact our office where our approachable Consultants will address any inquiries and advice you with relation to this job advertisement. Our dedicated HR Consultants will get in touch with shortlisted candidates for a confidential discussion