Customer Service Manager - Geylang

• Lead the development and execution of consumer service strategies to support consumer service, marketing and revenue goals
• Provides thought leadership in proposing process changes, documenting and prioritizing business requirements to streamline processes through the development, enhancement, integration, and launch of new and existing systems
• Oversees, develops and improve upon service procedures, policies and standards with a focus on being customer centric
• Evaluates root cause analysis to eliminate reoccurring customer issues and share customer learnings
• Take ownership of customer issues and ensure proper problem resolution, working closely with other business functions as necessary
• Manage resource planning and allocation, aligns customer service activities with organizational objectives
• Ensure the team supports and engages clients on their customer experience and digital journeys
• Keep ahead of industry developments and apply best practices to areas of customer delivery improvement
• Build and maintain strong relationships with clients and stakeholders
• Support the company’s business development efforts and the development of client offerings
• Analyzes and reports performance data on key departmental initiatives

Requirements:

• Minimum of 5 to 8 years relevant customer facing experience in systems integrator environment or IT solutions provider
• Good understanding of the customer experience journey and its design
• Ability to plan, structure and prepare client-ready deliverables
• Ability to deliver high-quality work products across multiple engagements
• Experience leading project teams and ability to coach junior team members
• Excellent facilitation and communication skills