Customer Support Supervisor

Location Singapore, Singapore
Job reference Exp-HCLS_1565773184
Salary Basic + Bonus
Consultant name Alexis Bo Zhuang Mian
Consultant email
Consultant contact no. 65515307
EA License No. 02C3423
Consultant Registration No. R1872731


  • Lead the team to effectively and efficiently respond to customer inquiries, requests and complaints received via phone, e-mail or mail to achieve customer satisfaction
  • Lead projects or activities (including Customer Excellence CX Surveys) designed to improve customer satisfaction and business performance
  • Manage customer escalations and follow up for prompt resolutions and customer satisfaction
  • Establish work objectives, implementation plan and process related SOP, and review periodically for continuous improvement
  • Perform quality control audits to ensure accuracy of all records required
  • Assign team members to the various operations and coach/train them to perform duties in accordance with established methods and procedures
  • Set up team performance assessment KPI and monitoring dashboard
  • Review team member's work for accuracy and efficiency, and ensure their competence through training and development.
  • Compile data and provide Sales Operations Manager with periodical reports/updates (for instance, complaints/performance related) with proposal on related preventive actions/improvement measures
  • Analyse statistics and other data to determine the level of customer service performance achieved by the team and provide them the resources needed to reach their goals
  • Assist in/collaborate with relevant stakeholders in the development of new programs and changes to existing programs to improve existing methods and procedures for the purpose of eventually improving customer experience


  • Minimum 5 years experience in a customer service supervisory role
  • Experience in SEA is a plus
  • Flexible and adaptable to changes and process improvement

Interested applicants please send your resume to

Bo Zhuang Mian


Manpower Staffing Services (S) Pte Ltd


Alexis, Zhuang Mian Bo EA License No.: 02C3423 Personnel Registration No.: R1872731

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