Client Care Team Manager

Singapore, Singapore
10 January 2022
Permanent Job

Position

The Client Care Team Manager provides leadership and direction to a team of 15 skilled artisans to ensure every repair is treated with a strong client-centric mindset while achieving exceptional quality and productivity goals.

Main Responsibilities:

  • Build a strong, motivated team capable of consistently delivering high-quality repairs while adhering to department goals
  • Provide weekly and monthly KPIs to team and management, and propose actions to meet goals
  • Ensure the team receives effective training and development to address client needs; monitor and review performance of staff and organize necessary interventions for improvement
  • Contribute to the department’s succession plan by identifying and developing talents
  • Develop, initiate, and enforce SOP in workshop
  • Determine necessary resources (tools, equipment, etc.) to support department goals
  • Ensure efficient collaboration and coordination between relevant departments, which includes intake, spare parts, quality, supply chain, logistics & warehouse teams
  • Ensure Client issues are handled based on sensitivity and service needs
  • Develop close relationship with headquarters, to ensure new technical processes are executed and benchmark with other Client Care teams to have best practices shared
  • Cultivate a client centric culture within the team and in turn promote savoir faire to the Retail team

Profile

Qualifications / Skills:

  • Bachelor’s degree in related field preferred or equivalent management experience (5+ years) 
  • Strong leadership skills with the ability to manage a diverse team focused on results, drive employee engagement and teamwork
  • Excellent communication skills, both written and verbal
  • Open-minded and receptive to change while supporting company goals and initiatives
  • Strong analytical and decision-making skills, able to identify problems; apply structured and disciplined methodology
  • Fluency in English and Mandarin is a plus

Reporting Structure:

Reporting to Care Service Manager

Reference: LVM15221