We are seeking an experienced Customer Service Supervisor to lead and develop a customer service team while ensuring high standards of customer satisfaction and operational efficiency. This role is responsible for overseeing daily customer support activities, managing complex customer issues, and driving continuous improvements in service delivery.

Key Responsibilities

Team Leadership & Performance Management

Lead, coach, and support Customer Service Officers to achieve service excellence.

Monitor team performance, workload distribution, and service quality standards.

Conduct training, mentoring, and development initiatives to enhance team capabilities.

Foster a customer-centric culture focused on professionalism and continuous improvement.

Customer Service Operations

Oversee daily customer support activities across multiple communication channels, including phone, email, online portals, and live chat.

Handle escalated customer enquiries and resolve complex service-related issues promptly.

Support customer account-related matters, including pricing and accounts receivable enquiries.

Ensure timely and accurate processing of orders, amendments, cancellations, and related transactions.

Customer Relationship Management

Build and maintain positive relationships with customers through effective communication and issue resolution.

Manage customer feedback, complaints, and service recovery actions.

Work closely with internal stakeholders to support customer retention and business growth initiatives.

Ensure customer interactions and records are accurately maintained within CRM systems.

Process Improvement & Strategic Support

Identify opportunities to improve customer service processes and operational efficiency.

Develop and implement service strategies aligned with business objectives.

Drive process optimization initiatives and support the adoption of new tools and technologies.

Analyze customer service KPIs and prepare performance reports for management review.

Support operational projects and other duties assigned by management.

You may send your resume to hazel@alignrecruitment.com.sg for more information.

Regret to inform you that only shortlisted candidates will be contacted by our consultants.

Align Recruitment Pte Ltd (20C0253)

Pan Hong (Reg No. R2094728)