Client Services Manager

Singapore, Singapore
01 February 2021
Permanent Job

Position

An outstanding Client Services team and a strong E-retail platform is crucial to build client loyalty and trust in the brand. The role of the Client Services Manager is to lead the teams to achieve the highest level of Client experience. He/she is responsible for activities that have a direct impact on Client satisfaction, the Client Services budget, sales and productivity.

 

Main Responsibilities:

Management of Regional Client Services Centre (CSC)

  • Evaluate CSC performance to ensure that the highest level of customer service is delivered at all times
  • Achieve all KPIs relating to the CSC
  • Lead the teams with action plans to ensure that all teams achieve their KPIs
  • Strategic planning and review to develop scope of services (e.g. extension to new countries/ new languages, mail order etc.)
  • Work closely with other business functions (e.g. HR, Training, Merchandising, IS&T) for a smooth running of CSC operation
  • Partner and support the retail network by providing value added services to achieve business targets
  • Provide qualitative reports to Management regarding CSC activities


Complaint Management

  • Ensure that all complaints are handled professionally and in a timely manner by working closely with retail network and / or relevant departments
  • Evaluate complaint cases and Client feedback regularly, including the handling method and duration, to further improve processes and provide necessary feedback to related departments
  • Ensure all complaint information is properly documented for follow up and traceability


People Management

  • Manage and supervise a large team of Team Leads and CS Advisors
  • Instill teamwork and good morale in the work environment
  • Facilitate knowledge and skills transfer to equip team members with the necessary information required in their roles
  • Work hand in hand with Team Leads to ensure the highest level of customer service is maintained
  • Identify training and coaching needs and implement accordingly to ensure consistency of service
  • Onboarding arrangement for new hires
  • Interview and recruit CS Advisors to ensure team is at full strength

Financial Control

  • Responsible of budgeting and expense management

 

Reporting Structure:
Reporting to Client Development Director, South Asia

Profile

Qualification / Skills:

  • Diploma or Degree holder in related disciplines
  • Over 5 years CRM experience, preferably in luxury retail industry
  • Previous experience in a call center or client servicing role would be a plus
  • Good command of English and Mandarin, both verbal and written
  • Experience in team management, able to motivate and coach team members
  • Excellent planning, organization skills with a drive to meet tight deadlines and budgets
  • Strong analytical skills and ability to present relevant statistics with regards to operations
  • Strong interpersonal & communication skills
  • Highly motivated & ability to adapt well in a dynamic business culture
Reference: LVM11912