Skylift was established in 1977 with a focus on airfreight consolidation services. What started out as a 5-staff operations is currently operating with a staff strength of 80, meeting the supply chain needs of customers, by providing global inbound/outbound freight services, and in recent years, added warehouse distribution and inventory management in the stream of services offered.
Our full spectrum of freight forwarding and logistics services, can be specially catered to meet specific needs and requirements. These services and solutions encompass both air & ocean freight forwarding, 3PL solutions, cross-trade management, project cargo planning and execution, air & ocean charters, Hazardous goods management, aircraft-on-ground shipment execution, ship-spares handling and others. With our extensive network of agents and global experience, you can be rest assured that your freight forwarding and logistics needs will be well taken care of, thus enabling you to concentrate on your core business activity.
Customer Service Supervisor — Full Time Position
Job Summary:
The Customer Service Supervisor 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.
Supervisory Responsibilities:
- Hires entry-level customer service employees.
- 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 monthly reports summarizing the assigned customer service team’s performance.
- 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.
- Manage escalated cases and follow up until case closure.
- Performs other related duties as assigned by HOD.
Qualifications
Required Skills/Abilities:
- Excellent management and supervisory skills.
- 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.
Education and Experience:
- Primary/Secondary School/O Level, Higher Secondary/Pre-U/'A' Level, Diploma preferred.
- At least five years of customer service experience required.
- At least 2 years of supervisory 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
Other Information
$2,400 - $2,500 per month
+$10 allowance per day, +$20 allowance per night worked.
+$100 Transport Allowance. *Assuming perfect attendance for all working days throughout the month.
Overtime - claimable, cap at 72hrs per mth.
Must be Flexible to work both Day and Night shifts.
· Current Working hours Mondays to Saturdays will be two shifts in-between 730 AM to 7 PM – 7.30AM to 4.30 PM or 10.00 AM to 7.30 PM.
· Night shift, which is 7.30 PM – 7:00 AM.
Related Job Searches:
- Company:
Skylift Districentre (Pte) Ltd - Designation:
Customer Service Supervisor - Profession:
Customer Service / Communications - Industry:
Logistics