Job Summary:
As an Assistant Manager in Customer Service, you will play an important role in driving customer satisfaction and operational excellence. This position requires a dynamic leader who can effectively manage service advisors, track key performance indicators, and ensure revenue targets are met. You will be responsible for maintaining high service standards, handling escalated cases, and fostering positive relationships with stakeholders. Your ability to motivate teams, provide coaching, and implement service recovery strategies will be crucial in achieving departmental goals and enhancing overall customer experience.
Key Responsibilities:
Track and improve customer service KPIs and satisfaction scores to meet principal targets
Monitor department revenue and ensure achievement of monthly budget goals
Optimise service advisor schedules to maintain seamless operations
Foster a culture of teamwork and provide coaching to enhance team performance
Oversee service advisor performance and task completion
Handle escalated cases and implement effective service recovery strategies
Build and maintain positive relationships with internal and external stakeholders
Prepare and present comprehensive month-end reports for management review
The Ideal Candidate:
Proven experience in customer service management or a similar leadership role
Strong analytical skills with a focus on KPI tracking and improvement
Excellent communication and interpersonal abilities
Demonstrated ability to coach and motivate teams
Experience in revenue management and budgeting
Proficiency in handling escalated cases and implementing service recovery plans
Skilled in report preparation and data analysis
Singaporean or Singapore Permanent Residents (SPR) are preferred
Join our dynamic organisation if you are passionate about shaping exceptional customer experiences and leading a high-performing team. Apply now to take your career to new heights and our customer experience to the next level!