Head of Customer Service

Responsibilities: 

In general, the person will be assisting with the coordination of departmental work flow and clients support and service. In more details:



• Researches and active knowledge development

• Management reporting.

• Management of the CS team in Singapore
• 
Daily support and monitoring of clients on chat, email and phone
• 
Monitoring the proper functionalities of any client program sources: Web site, Client Portals, MT platforms, Chat Systems, Internal Systems etc.

• Prompt action to fix any internal/external issues

• Clear and excellent communication skills within the department as well as with other departments
• 
Resolve client complaints

• Reporting to the Chief Customer Relations Officer (CCRO on all department activities
• 
Ensuring proper coverage of the work flow is maintained
• 
Actively participating in the recruitment of new staff to cover team's needs when needed

• Collect daily reporting from representatives and assist with creation of the weekly report.

• Assist the Chief Customer Relations Officer (CCRO) in daily activity
.

In addition to the above TL duties, the person will be in charge of seeking an office in Singapore and will be actively involved in setting up the business in the referred location. Moreover, s/he will be assigned with the below office duties:

• Manage contract and price negotiations with office vendors, service providers and office lease 
• Ensure office efficiency is maintained by carrying out planning and execution of equipment procurement, layouts and office systems
• Manage relationships with vendors, service providers and landlord, ensuring that all items are invoiced and paid on time
• Oversee and support all administrative duties in the office and ensure that office is operating smoothly
• To represent the Company in its relations with any and all third parties, including, but not limited, to state and municipal authorities, counter-agents, any legal and natural persons
• Managing office budgets
• Partner with HR to maintain office policies as necessary
• Organize orientation and training of new staff members
• Maintain a safe and secure working environment
• Organize office operations, implement office policies and oversee adherence to company procedures
• Coordinate with IT department on all office equipment

Requirements

• Minimum Bachelor's Degree in relevant field
• Minimum 5 years of experience in related industry & position
• Bilingual in English & Mandarin (to handle Mandarin-speaking clients)
• Singaporeans and PRs
• Managerial skills
• Market knowledge
• To be able to lead a team in a region