Job Description

Team and Performance Management:

• Responsible for the daily operations of our overseas subsidiaries and the Singapore Customer Service operation.
• Coordinate efforts to maintain consistency in service levels, adherence to processes, and sharing of best practices.
• Provide clear direction, mentorship, and professional development opportunities to ensure the team delivers top-notch customer service.

Quality Assurance:

• Responsible for establishing, maintain, and analyze data to establish quality assurance procedures to verify that all sites effectively and consistently handle customer interactions.
• Conduct regular audits and training to correct any flaws in the department\'s operations. NPS and CSAT Score

Cross-Functional Collaboration:

• Collaborate closely with other departments such as logistics, operations, and sales to ensure a holistic approach to customer service that supports the entire customer journey.

Issue Resolution:

• Guide the team in handling complex customer issues, escalations, and complaints.
• Ensure timely and effective resolution while maintaining a customer-centric approach.

Technology and Tools:

• Implement and utilize appropriate customer service technologies and tools to streamline processes, enhance efficiency, and deliver exceptional service experiences.

Communication:

• Maintain transparent and open communication channels with all sites, corporate leadership, and clients.
• Provide regular updates on customer service performance, challenges, and improvements.

Training and Development:

• Identify training needs and develop continuous training programs for the customer service team.
• Ensure that team members are equipped with the necessary skills and knowledge to excel in their roles.

Crisis Management:

• Develop contingency plans and strategies to manage customer service operations during crisis situations, ensuring minimal disruption to client support.

Customer and Vendor Management:

• Maintain a good relationship with APAC customer and vendor to cross-share customer service knowledge and best practice, which will benefit each other.
• Collect and analyze customer feedback to gain insights into pain points, preferences, and emerging trends.
• Improve service offerings and identify opportunities for innovation Assist with new client and vendor onboarding.

Requirements

• Degree / Diploma in Business Management or related studies
• Minimum 5 to 7 years of relevant experience in Customer Service role
• Prior experience in implemented service improvement plan will be an advantage.
• Energetic, customer-centric oriented and positive mindset
• Strong coaching and leadership skills, ability to motivate employees.
• Excellent listening skills and strong problem-solving skills to effectively manage/resolve complaints & difficult situations.
• Ability to adapt changes and perform under pressure in a fast-paced environment.

Additional Information

Career Level

Manager

Qualification

Diploma, Advanced/Higher/Graduate Diploma

Years of Experience

5 years

Job Type

Full-Time

Job Specializations

,

Company Overview

As Singapore\'s designated postal operator, Singapore Post (SingPost) provides mail services to homes and businesses throughout the country, besides pioneering e-commerce and logistics solutions across the Asia Pacific region and beyond. SingPost\'s diversified offering includes retail, storage, financial services and integrated business services in addition to its traditional postal activities, and the company now operates in 19 markets with over 7500 employees around the world.

The origins of SingPost can be traced back to 1819, when a single mail office was established to serve the newly-founded British trading post of Singapore. Demand for postal services soon began to grow, and the \'Post Office\' was officially established as a government department in 1858. To learn more about SingPost\'s heritage, please visit https://160.singpost.com/. Today SingPost is listed on the SGX-ST, with its largest shareholders being Singapore Telecommunications Limited (21.8%) and Alibaba Group Holding Limited (14.5%).

Being Singapore\'s designated Public Postal Licensee (PPL), a position that was renewed in 2017, SingPost is responsible for managing the country\'s 57 post offices, 743 street posting boxes and 11,050 POPStation lockers across 156 locations, as well as issuing stamps, maintaining the national postal code system, processing and delivering average 3 million mail items daily.

SingPost takes a proactive approach to diversifying its operations, while also ensuring that its various subsidiaries and services are seamlessly integrated. In addition to SingPost\'s eCommerce business, an ecommerce enabler that provides brands and retailers with integrated ecommerce solutions, SingPost offers logistics and fulfilment services to businesses through Quantium Solutions across the Asia Pacific region. Another business, Speedpost provides international shipping to more than 200 destinations across the globe and courier services within Singapore, while CouriersPlease delivers parcels throughout Australia, and Famous Holdings offers international freight consolidation and forwarding. Lock+Store offers self-storage solutions in Singapore, Hong Kong and Malaysia. Together, these end-to-end solutions result in a unified organisation with a firm foothold in a wide range of strategic markets, and a shared vision to become a global leader in both communications and e-commerce logistics.

SingPost has received international recognition for the quality of its operations, including awards for customer care, investor relations, digital innovation and e-commerce. Innovative and forward-thinking, SingPost has successfully developed a globally competitive postal and logistics infrastructure which is perfectly positioned to keep pace with Singapore\'s ambitious plans for the future.

Additional Company Information

Registration No.

199201623M

Company Size

2001 - 5000 Employees

Average Processing Time

25 days

Industry

Transportation / Logistics

Benefits & Others

Medical, Regular hours, Mondays - Fridays, Business (e.g. Shirts), Flexible benefits

Singapore Post