Assistant Customer Service Manager

Singapore, Singapore

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Roles and Responsibilities:

Ensure and upkeep the service level to the clients and resolving their daily needs and requirements
Lead and manage the assigned teams in daily operations ensuring resources are optimised with accurate, timely and smooth delivery and tracking of cases and services
Attend to customer\xe2\x80\x99s requests and enquiries from various channels including video conference, face-to-face meetings, phone calls, emails
Effectively handle and manage customers\xe2\x80\x99 escalations and complaints
Participate actively in the customer retention program and strategy
Manage, motivate and coach direct report to ensure team has the relevant knowledge to perform service deliveries
Conduct team\xe2\x80\x99s performance evaluation and career development planning
Publishing campaigns on services updates via EDMs to customers
Billing management collection in relation to the income generated from the department
Identify operational gaps and drive to ensure process improvements to enhance team\xe2\x80\x99s productivity and performance
Work closely with team to ensure timely submission of quotations, credit notes and renewal of contract
Ensure data accuracy in CRM
Prepare and present monthly team meetings on the progress in service deliverables
Handling enquiries relating to all other services
Meticulous, organised and an effective team player

Requirements:

Degree preferred with industry experience managing service operations
People oriented with excellent and proven Customer Service background
Meticulous and excellent attention to details
Service and result oriented
Proficient in English with excellent written and spoken communication skills and proficiency in Mandarin (to liaise with Mandarin-speaking customers)
Ability to influence and guide individual and groups towards achieving their goals, leading by example
Excellent organizational skills, decision making and time management skills
Proficient in MS Office software including Outlook, Word and Excel and Google Documents
Capable of working efficiently in a fast pace environment and reacts well under pressure
Ability to work independently and possess good team spirit
Willingness to learn and adapt quickly to changes
Immediate commencement

Other information:

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