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- Location: Jurong, West Side
- Working day: 5 days
- Oversee the day-to-day operations of the customer service team.
- Develop and update customer profiles, while defining key qualification criteria for the team.
- Manage and optimize the lead qualification process.
- Administer customer satisfaction surveys and analyze feedback.
- Create and implement a customer loyalty program.
- Regularly assess and standardize communication protocols for handling customer inquiries via messages and calls.
- Conduct frequent audits and evaluations to ensure customer service quality.
- Lead the transition to digital customer service workflows and the implementation of CRM software.
- Hold daily roll calls and debriefings to assign tasks and discuss goals with the team.
- Define Key Performance Indicators (KPIs) and conduct performance evaluations for the team.
- Prepare quarterly and bi-annual forecast reports for Management review and strategic planning.
- Align processes and objectives with the companys focus on Digitalization, Globalization, and Sustainability.
- A Bachelors degree, preferably in Business Administration.
- Minimum of 10 years of experience in customer service, including at least 5 years in a managerial or supervisory role.
- Familiarity with and hands-on experience in customer relationship management (CRM) software, such as Microsoft Dynamics 365 Sales CRM and Microsoft Dynamics Business Central, is highly desirable.
- Supervising the daily operations of the customer service team
- Create and maintain customer profiles, and identify the key qualification criteria for the customer service team
- Manage and streamline the lead qualification process
- Conduct customer satisfaction surveys
- Establish a reliable customer loyalty program
- Continually review and standardize protocol on handling customers via message and calls
- Perform regular audit and checks on customer service standards
- Manage the digitalization of customer service workflow and implementation of customer relationship management (CRM) software
- Conduct daily roll call and debrief on work assignments with customer service team
- Establish Key Result Areas and performance review for the team
- Quarter and bi-annual forecast reporting and planning for Management review
- Promote and align processes and objectives with organizational business focus on Digitalization, Internalization, and Sustainability
- Bachelor’s degree, preferably in business administration
- At least 10 years of experience in customer service, with 5 years of experience in a managerial or supervisory position
- Strong leadership and negotiation skills
- Good written and verbal communication skills
- Knowledge and experience in using customer relationship management (CRM) applications such as Microsoft Dynamics 365 Sales CRM and Microsoft Dynamics Business Central will be preferred
- Excellent time management and problem-solving skills
- Passion for customer satisfaction
- Patience, compassion, and empathy
Posted on Jobslah & Bossjob 7/2/2025 Lavie