Customer Service Supervisor

About the role

We are seeking a dedicated Customer Service Supervisor to join our company in a full-time capacity. Based in the Bishan Central Region, this role offers a fantastic opportunity to lead and inspire a customer service team whilst ensuring exceptional service delivery to our valued clients. As a supervisor, you will be at the heart of our customer-facing operations, driving team performance, maintaining service standards, and fostering a positive work environment. This position is crucial to our commitment to delivering outstanding customer experiences and supporting the growth of our business.

Key responsibilities

• Supervise and manage a team of customer service representatives, providing coaching, training, and performance feedback to ensure excellence in all interactions
• Monitor team performance against service level agreements and key performance indicators, taking proactive measures to address gaps and celebrate successes
• Handle complex customer enquiries and complaints with professionalism and sensitivity, finding effective resolutions whilst maintaining customer satisfaction
• Schedule and manage team workloads to ensure adequate staffing levels and optimal customer coverage throughout operating hours
• Maintain accurate records of team activities, customer interactions, and performance metrics using relevant systems and tools
• Implement and enforce company policies and procedures, ensuring consistent adherence across the team
• Identify training needs within the team and coordinate development opportunities to enhance skills and knowledge
• Collaborate with other departments to resolve customer issues and improve service delivery processes
• Contribute to the creation of a positive team culture that promotes employee engagement, motivation, and retention

What we're looking for

• Proven experience working in a customer service environment, with at least 2-3 years in a supervisory or team leader capacity

• Excellent communication and interpersonal skills with the ability to build rapport with both customers and team members

• Strong leadership capabilities with the ability to motivate, inspire, and manage a diverse team effectively

• Demonstrated problem-solving skills with a customer-centric approach to resolving issues

• Ability to multitask and manage workload effectively in a fast-paced environment whilst maintaining quality standards

• Strong organisational and time management skills with attention to detail

• Patience and empathy when handling difficult customer situations and complaints

• A positive attitude, reliability, and commitment to achieving team targets

Apply now

If you are an enthusiastic and capable professional ready to take on a supervisory role and make a meaningful impact on our customer service operations, we would love to hear from you. Please submit your application, including your CV and a cover letter outlining your relevant experience and why you are the ideal candidate for this position.