Customer Service cum Admin Manager

Responsibilities

• Lead and supervise the customer service team by assigning daily tasks and monitoring staff performance to ensure operational efficiency.
• Train and coach customer service staff to enhance skills and improve service quality.
• Manage staff scheduling and leave arrangements to maintain adequate team coverage.
• Resolve escalated customer complaints by investigating issues and implementing effective solutions promptly and professionally.
• Monitor and analyze customer feedback to maintain and improve customer satisfaction levels.
• Develop and refine service procedures to reduce response times and enhance customer experience.
• Build and sustain strong relationships with key customers to support long-term business growth.
• Coordinate cross-functionally with Sales, Inventory, Finance, and Engineering teams to ensure accurate communication of customer requests and timely resolution of delivery, quotation, invoice, repair, and service appointment issues.
• Follow up on outstanding customer issues to ensure closure and customer satisfaction.
• Prepare monthly reports summarizing customer service performance and key metrics.
• Maintain long-term customer relationships through consistent engagement and service excellence.

Required competencies and certifications

• Proficient in MS Office applications to prepare reports and manage customer data.
• Demonstrated ability to communicate effectively and organize work efficiently.
• Self-motivated and able to work independently with minimal supervision.
• Positive attitude with strong organizational skills and ability to multitask.
• Minimum 2 years of relevant customer service experience.
• Educational background at GCE 'O' / 'N' / NITEC / Diploma / Degree level or equivalent with relevant work experience.

Preferred competencies and qualifications

• Strong team player with initiative and self-discipline to interact effectively at all organizational levels.