Customer Service Manager ( West ) | Call Center

Job Description

1. Supervising the daily operations of the customer service team
2. Create and maintain customer profiles, and identify the key qualification criteria for the customer service team
3. Manage and streamline the lead qualification process
4. Conduct customer satisfaction surveys
5. Establish a reliable customer loyalty program
6. Continually review and standardize protocol on handling customers via message and calls
7. Perform regular audit and checks on customer service standards
8. Manage the digitalization of customer service workflow and implementation of customer relationship management (CRM) software
9. Conduct daily roll call and debrief on work assignments with customer service team
10. Establish Key Result Areas and performance review for the team
11. Quarter and bi-annual forecast reporting and planning for Management review
12. Promote and align processes and objectives with organizational business focus on Digitalization, Internalization, and Sustainability

Job Requirements

1. Bachelor’s degree, preferably in business administration
2. At least 10 years of experience in customer service
3. Strong leadership and negotiation skills
4. 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

Aventir Group Pte Ltd
EA License: 24C2542