Skylift Districentre (Pte) Ltd – Customer Service (Logistics) Team Leader

Job information

• Working location: 38 Jalan Buroh, Level 7, Hankyu Hanshin Logistics Centre, Singapore 619504 (Boon Lay)
• Monthly basic salary : SGD2200~2400
• Allowance - Monthly $100 Transport. Daily shift AM $10 / PM $20 (AM shift allowance applies before 8am, PM shift half if half day)
• Overtime - claimable, cap at 72hrs per month
• Working hours may subject to change in view of operation needs.

Current Working Days: 5.5 days work week (44 hours) Mondays to Saturdays

Mondays to Fridays (Alternate shift every week) 7.30am–4.30pm and 10am–7.00pm

Alternate Saturdays 7.30am–7pm

Job Summary:

The Customer Service Team Leader will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

Responsibilities:

• Trains new employees in the company’s customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline of employees as needed and in accordance with company policy for customer service.
• Ensure highest level of customer experience service is rendered.

Duties/Responsibilities:

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
• Monitors or reviews calls or other correspondence between representatives and customers.
• Ensures that representatives are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the HOD.
• Provide assistance to team members whom are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching
• Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends.
• Step in to attend to customers that are proving difficult to team members and resolve their complaints
• Delegate different customer service duties to team members to ensure a faster and smoother flow
• Performs other related duties as assigned by HOD.

Required Skills/Abilities:

The skills, duties and other attributes required to excel as customer service leader include the following:

• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.
• Proficient in Microsoft Office Suite or related software.
• Ability to multitask.
• Good interpersonal skills to create a cordial relationship with team members.
• Excellent skills for communicating and relating with both staff members and customers.

Education and Experience:

• must possess at least a Secondary School/"N" Level/ Higher academic in any field
• At least five years of customer service experience required
• At least 2 years of experience role preferred
• Strong listening and persuasion skills
• Good command of English
• Able to remain calm under challenging situations and handle pressure
• Approachable, enjoys interacting with people, strong interpersonal skills
• Singaporean

Job Other Information

• 4 corporate polo shirt provided.
• Yearly safety boots reimbursement.

Confirmed Staff Benefits

• AWS and bonus if declared by the company base on company performance;
• PA and hospitalisation and surgical insurance;
• Annual staff birthday vouchers;
• Monthly fixed medical fee;
• Annual leave 10-14 days.
• Attendance incentive;
• Career advancement.