Customer Service Manager

Location
Singapore
Rate, USD
Not specified
Work schedule
Full Time,
Language skills
English
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About me

Customer Service Manager with more than 4 years of experience in leadership role. Excellent reputation for resolving problems and improving customer satisfaction. To seek a position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.


Professional area



Education

2001 - 2003 Bachelor of Engineering (Civil) @ Queensland University of Technology

Experience

2020 – 2022 Customer Support Lead – SafeEntry @ Government Technology Agency (GovTech)

• Leading a customer support team to reply tickets in Zendesk.
• Working with stakeholders to develop responses on uncharted issues raised by public.
• Building standard templates and knowledge-base to enable staff to respond to enquiries efficiently and effectively.
• Identifying critical feedback for escalation or cross agency referral.
• Coaching and enforcing relevant customer service standards.

2017 – 2019 Manager – Customer Service @ Singapore Life Pte. Ltd.

• Provide training to all new customer service employees, provide support and guidance for all team members, set up new work process and review existing workflows and create Operation Manuals.
• Manage customers’ complaints or IT problems escalated from team members or other departments with a good closure.
• Act as a back-up to attend to enquiries and requests via walk-in, calls, live chats and Whatsapp in a professional and prompt manner for both customers and distribution partners in event of insufficient manpower.
• Involved in projects to drive Direct Channel sales and provide periodic updates to higher management on Direct Channel sales progress.
• Perform UAT testing before system enhancements were executed.


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