Customer Service Manager

Job responsibilities: Ensure smooth day-to-day operations and consistency of best service attitude to clients Ensure the customer service team maintain good company image Improvise, implement, and propose to the improvement of work procedures Plan and conduct on-job-training for new employees and/ or existing team members Manage the Customer Service Team Oversee and follow up on the consolidation of feedback from the respective frontline teams and clients. Reviewing the feedback/ complaints received Proper understanding of the industry and services provided, giving clients a clear information on what they require Deliver top-notch quality service to clients Ensure guidelines, policies and other procedures are aligned Managing incoming calls, and inquiries and handling complaints providing clients with alternatives or appropriate solutions Review the standard operating procedures (SOPs), forms, templates, and lists to ensure operational efficiency in consultation with the team Manage the morale, welfare, and health of the Customer Service Team Handle human resource matters, including leave approval, overtime, and urgent requests(if any). Requirements: At least a Diploma in Business Management or related fields. Min. 4 years of experience in a call center or hospitality industry with at least 2 years in a supervisory capacity in managing a team. Strong customer centric personality with excellent analytical and problem-solving skills. Excellent conflict resolution skills and ability to handle difficult customers and issues. Strong work ethics, team player, customer oriented with meticulous mindset Self-motivated person who can bring ideas and improve our existing processes Proficient in Microsoft applications

If you are shortlisted for the first round of screening, our Recruiter will contact you directly. EA License No: 21C0571 | EA Reg No:21103634 (Johnny Wu)