Total 6,111 manager job vacancies in Customer Service category in Singapore

Job Responsibilities:

- Create job posting on different social media platforms

- Identify and pursue potential members or clients through various sales channels, such as cold calling, networking, referrals and job fairs

- Guide the new members on the registration process in the platform system, job requirements as per client request, payment and benefits

- Job matching of candidates based on the staffing needs and work schedule for clients with our own automated system

- Interviewing and assessing prospective applicants about the responsibilities, groom standards, salary and benefits of the job

- Develop and nurture strong relationships with existing and prospective clients to understand their needs, preferences, and pain points

Job Requirements:

- Excellent interpersonal and communication skills

- Achieving and maintaining targets

- Strong sense of responsibility

- Able to work in a fast-paced environment

- Candidates with prior experiences in manpower outsourcing will be advantageous

Become an Assistant Service Manager with Active Prospects!

Location: Horley, Surrey
Salary: £28,636 per annum
Service Type: Supported Living, one site of 6 independent flats
Speciality: Learning Disability, Autism, Mental Health (Behaviours of concern, complex care).

Do you want to work for an award-winning company? Active Prospects are one of the UKs Best Workplaces 2023 by Great Places to Work UK. Our training and development are world class, and in 2022 we won Trainer of the Year at the National Learning Disabilities and Autism awards.

Do you want to be part of a management team that support people to live a gloriously ordinary life full of opportunity, fun and helping people to reach their goals and aspirations.

We are looking for an Assistant Service Manager for our service in Horley, Surrey.

You will need to have a passion for empowering people to lead an aspiring life, by using positive behaviour support and work within an integrated and multidisciplinary approach to people's wellbeing. You will need to be kind, patient, resilient, compassionate and believe strongly in great leadership.

You will need to be adaptable, flexible, and be able to lead staff to support our people to gain back their independence through empowerment, active support, positive risk-taking and out of the box thinking.

In return for your dedicated service you can expect a competitive rate of pay, enhanced pay when you have a baby (maternal, paternal or adoption), Employee Assistance Programme with various aspects of free legal support and counselling, support with gaining further qualifications, career progression opportunities, financial awards for successful recruitment referrals and most importantly inclusive, friendly and supportive environment for you to grow and thrive. Active Prospects has an amazing Induction Programme which ensures that all our employees receive classroom and on the job training and support to prepare them within their new roles.

What are you waiting for?

Apply today or contact us directly on recruitment@activeprospects.org.uk and 01737 924102 to speak to a friendly Recruitment Advisor.

Please note:


all offers are subject to satisfactory completion of our preemployment compliance standards.

Proud member of the Disability Confident employer scheme

Developing and reviewing policies, programs and procedures concerning customer
relations and goods and services provided

Control resources and utilise assets to achieve qualitative and quantitative targets

The CSM supervises the reception staff to ensure that all patient interactions, both in-
person and over the phone, are handled professionally and compassionately.

Collaborate with clinical staff to streamline patient check-in, appointment scheduling,
and follow-up processes, ensuring minimal wait times and a smooth patient journey.

Organize and deliver ongoing training programs for receptionists and administrative
staff to enhance their communication skills, empathy, and overall service delivery.

Regularly assess staff performance, providing constructive feedback and support to
ensure high standards of customer service are consistently met.

Act as a liaison between administrative, clinical, and management teams to ensure
smooth operations and consistent messaging across the practice.

Develop and manage patient satisfaction surveys to gather insights and implement
service enhancements based on patient feedback.

Identify and implement process improvements to enhance the efficiency and
effectiveness of patient service operations.

Generate regular reports on patient satisfaction, service quality, and staff
performance for the management team, highlighting areas of success and those
requiring attention.

Do you have a passion for football and sport? Our client are top of the league when it comes to 5-a-side with 43 football centres throughout the UK. Not all 5-a-side pitches are created equal which is why they have all-weather 5-a-side arenas just like Europe’s top clubs!

We are currently looking to recruit an assistant manager for our clients leading football centre operation. This full time 40 hours a week position.

Responsible for

Assisting with the day-to-day management of the entire complex and supervision of all staff. The position entails working a flexible shift pattern to provide management cover at all times.

Purpose of Job

To provide a quality, effective and efficient service to users of our clients facilities and to assist the General Manager to develop sales and marketing plans to promote and maximise income opportunities. Work with the general Manager to develop & execute operational & sales plans to promote operational excellence and maximise income potential.

The Candidate

The ideal candidate will have the following:

· Excellent interpersonal and communication skills – you will need to build a good rapport with customers, team captains, local schools and football coaches.

· Organisation and management skills– you will be responsible for a range of internal staff from reception to referees, as well as working towards sales targets.

If you are currently the assistant manager of a multi-function leisure environment such as a bar, restaurant, nightclub, hotel, bowling alley, cinema, pub, bistro, gym, leisure centre or sports club – this could be the role for you!!

ByteBridge is a widely trusted innovator of IT services, including data center, enterprise IT, and unified communications. ByteBridge was founded by a team of passionate dedicated experts with a vision to achieve customer success through technology enablement. We bridge the technical gaps to help enterprises' vision come true and expand their business on a global scale. To date, ByteBridge has been trusted by some of the world's leading international companies.

Position Summary:

The Service Delivery Manager leads a team to ensure successful post-sales implementation and support for data center and IT projects. This role oversees technicians, engineers, and project managers, managing team workloads and setting priorities. With proven experience in data center design and infrastructure, the manager collaborates closely with customers and internal teams to address project needs, ensuring seamless service delivery and effective communication across Sales, Project Management, and Engineering.

Main Duties and Responsibilities:

• Take ownership of high-quality data center and IT service delivery, ensuring adherence to industry standards and client expectations.
• Develop and document training materials and best practices for your team.
• Manage SLAs, daily deliverables, and project milestones, supporting presales with data center expertise for project scoping and pricing.
• Oversee contractor selection, performance, and compliance; handle vendor interactions and maintain quality control on job sites.
• Coordinate internal and external scheduling to optimize project delivery, with clear end-of-day and project status reporting.
• Maintain, improve, and document service delivery processes, including contributions to customer statements of work and related documentation.
• Lead communication with GCs and subcontractors on construction sites, overseeing permitting and insurance requirements as needed.
• Facilitate team meetings and 1:1s to strengthen working relationships and discuss ongoing projects, team performance, and process enhancements.
• Required Skills and Experience:
• Strong independent thinking, written and oral communication, and customer service abilities.
• Proven experience reading and interpreting construction and technical drawings.
• Expertise in large-scale data center and corporate IT environments, including systems planning, engineering, and network knowledge.
• Vendor management experience with the flexibility to adapt to shifting priorities, meet deadlines, and perform under pressure.
• Demonstrated problem-solving skills and the ability to quickly learn new software applications.

Qualifications:

• Degree in electrical, mechanical, or IT-related fields preferred; equivalent work experience accepted.
• Minimum 3 years of management experience, with 4-6 years in a Service Delivery Manager role or similar.
• Preferred Technical Skills:
• Project management and certifications such as CDCD, CDCP, CDCM, CDCMP, or ITIL.
• Experience with cabling installations and certifications (BICSI, A+, etc.).
• Familiarity with audio-visual systems installation and construction management.

Job Title: Customer Success Manager (Consultant)

Location: Manchester, with hybrid working available (2-3 days per week onsite in Manchester)

Industry: Financial Technology (FinTech)

Job Type: Full-Time

The Role:

We are looking for a proactive and skilled Customer Success Manager to join our growing FinTech team in Manchester. Reporting directly to the Head of Customer Success, this role focuses on maintaining high levels of client satisfaction, supporting growth opportunities, and delivering excellent service across all accounts.

What You’ll Do:
As a Customer Success Manager, you will work directly with clients to ensure they get the most value from our products and services. You will manage day-to-day client communications, support project initiatives, and play an active role in the success of our customer accounts. Your focus will be on enhancing client satisfaction, supporting upsell initiatives, and ensuring seamless collaboration between teams.

- Client Relationship Management: Manage relationships across a range of accounts, from junior stakeholders to senior decision-makers, ensuring consistent and positive engagement.
- Account Maintenance & Growth: Identify and support growth opportunities across client accounts by understanding and assessing client needs and preparing insights and recommendations to the Head of Customer Success.
- Project Support & Coordination: Work alongside the Head of Customer Success and team members to facilitate the implementation of new client initiatives and paid projects, supporting activities such as:
- Running client meetings
- Maintaining project documentation and tracking progress
- Addressing potential risks and coordinating across teams to resolve issues
- Delivering regular status updates to clients and internal stakeholders
- Client Support & Service: Monitor and provide initial responses to inbound tickets and queries within a 3-hour response time, ensuring a streamlined follow-up process. Collaborate with the team to ensure client queries are addressed efficiently and comprehensively.
- Client Engagement: Coordinate regular client touchpoints based on client categories, ensuring tailored communication strategies, preparation for meetings, documentation, and consistent follow-through on agreed actions.

What You’ll Bring:
- Customer Success Experience: Demonstrated experience in a customer success or client services role, ideally within a B2B SaaS or technology-driven environment. - You are skilled at building and maintaining strong client relationships and have a track record of contributing to account retention and growth.
- Communication Skills: You are an effective communicator who can adapt to various stakeholders, set up and facilitate client discussions, and convey complex ideas in a clear, concise manner across different channels.
- Organizational Skills: Proven ability to manage multiple tasks and maintain accurate documentation across numerous accounts, ensuring timely and reliable follow-up.
- Project Coordination: Experience in supporting project delivery and collaboration across internal teams and external stakeholders, with strong attention to detail.
- Resilience & Adaptability: Comfortable in a fast-paced environment, you thrive with autonomy and handle challenges with a problem-solving mindset. You are flexible and able to adjust to changing client and business needs.

If you’re ready to support impactful client relationships in a dynamic and growing company, we encourage you to apply and be part of our journey.

Contact: Elvis Eckardt

Service Delivery Manager (Night shift)

Salary: £42,000 per annum, with an annual performance bonus plus Veolia benefits and pension

Hours: 40 hours per week. Tuesday to Saturday, 22:00pm to 06:00am

Location: Westminster



When you see the world as we do, you see the chance to help the world take better care of its resources, and help it become a better place for everyone. It's why we're looking for someone who's just as committed as we are, to push for genuine change and bring our ambition of Ecological Transformation to life.



We know that everyone here at Veolia can help us work alongside our communities, look after the environment, and contribute to our inclusive culture.



What we can offer you;

• 25 days of annual leave
  
• Access to our company pension scheme
  
• Discounts on everything from groceries to well known retailers
  
• Access to a range of resources to support your physical, mental and financial health; so you can lean on us whenever you need to
  
• One paid days leave every year to volunteer and support your community
  
• Ongoing training and development opportunities, allowing you to reach your full potential
  

What you'll be doing;

• Organise resources (people, vehicles, equipment) to best effect prioritising the wellbeing of our people and service to our customer and communities.
  
• Ensuring training and competency checks are in place for all roles.
  
• Monitor operational performance, follow up on complaints, problem solve for operational challenges.
  
• Delivery of a first time collection culture and all contractual performance KPI's.
  
• Lead our people & assets to deliver / exceed service expectations.
  
• Developing an excellent day to day relationship with client officers and residents, built on trust and service delivery.
  
• Ensure operations are run in line with Veolia Minimum Requirements and supporting improvement plans.
  
• Investigate safety incidents, under performance and disciplinary incidents.
  

What we're looking for;

• Experience in developing/mentoring people
  
• Waste management - desirable
  
• Multi-faceted Stakeholder relationship management, including Clients, Contractors and members.
  
• IOSH Managing Safely
  

What's next?



Apply today, so we can make a difference for generations to come.



We're proud to be listed in The Sunday Times Best Places to Work 2024, being named as a Top 10 Very Big Organisation to work for two years in a row! This accolade further demonstrates our commitment to our people and our actions in creating an environment where everyone can be their true selves and enjoy working at Veolia



We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested. If you require any reasonable adjustments as part of your application and interview process please do not hesitate to let us know.

What's next?

Apply today, so we can make a difference for generations to come.

We're proud to be listed in The Sunday Times Best Places to Work 2024, being named as a Top 10 Very Big Organisation to work for two years in a row! This accolade further demonstrates our commitment to our people and our actions in creating an environment where everyone can be their true selves and enjoy working at Veolia.

We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested. If you require any reasonable adjustments as part of your application and interview process please do not hesitate to let us know.

We know how important it is to be fully committed to building and maintaining a diverse and inclusive place to work for every one of our colleagues. We are committed to ensuring that all job applicants and members of staff are treated equally, without discrimination because of sex, gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, nationality, ethnic or national origin, religion or belief, disability or age.

We therefore welcome and encourage all candidates who meet the minimum requirements to apply.

Join our team!

Are you a passionate Chef Manager? If so, we'd love you to join our fantastic catering team supporting our schools within Stafford & Birmingham!

This role sits within our Education division - catering for students. Dedicated to providing high-quality, nutritious, fresh, and sustainable food for our younger generation, we're 100% committed to supporting a healthy diet. At Taylor Shaw & Edwards & Blake, we're driven by the knowledge that young people deserve and need the best food for their wellbeing; we do food with a difference.

What you'll be doing...

As an Area Support Chef Manager you will proactively support the management teams on site as well as be accountable for recruiting, inducting, training, and supporting colleagues to deliver an efficient, high-quality service to Elior UK, our customer and clients. you will support sites in Stoke on Trent and Birmingham.

Responsibilities:

• Motivating and managing a team
• Controlling and managing a budget
• Accountable for ensuring ongoing team communications, including building internal and external relationships, management reporting and client liaison to enable operational excellence
• Supporting events at site level
• Supporting craft skills throughout the area

Elior is committed to safeguarding children and colleagues. Candidates that are shortlisted for this role, will be required to have an Enhanced Disclosure and Barring Service (DBS) check, including Children's Barred List, and two suitable references.

Working Pattern: Monday - Friday, 35 hours per week, term time only

What can you bring?

In this role:

• Genuine interest in customer service excellence
• Focused on the front line
• Proven team leader experience
• Self-motivated and able to work well unsupervised
• Previous experience within catering desirable
• Working within an education back ground in contract catering

Our way of saying thank you...

At Elior, we strive to ensure that our colleagues feel appreciated & rewarded, which is why we offer generous rewards & benefits in exchange for your dedicated efforts.

FREE On-Site Lunches: Enjoy complimentary lunches, saving you time & money while ensuring you stay nourished & energised throughout the day.

Support Your Way of Life:

• Flexible Working: We offer full-time & part-time roles, with varying shift patterns across the business. Allowing colleagues the flexibility to balance their personal & professional commitments
• Term Time Holidays offering you flexibility
• Family Leave: Prioritise family commitments with flexible leave options
• Paid Charity Leave: Make a positive impact with two additional paid days for charity work

Big Enough for Growth, Small Enough to Connect:

• Opportunities for career progression while developing a close-knit community

Supporting You Through Life's Ups & Downs:

• Access mental health support & comprehensive wellbeing benefits

Keeping Finances & Wellbeing in Mind:

• Life assurance, workplace pension schemes, discounts, cashback, entertainment, leisure discounts, & a cycle-to-work scheme

Why it's great to work for us...

Elior is a multi-award-winning people business and one of the UK's leading contract caterers, with over 10,000 colleagues operating across a diverse range of sectors including:

• Workplaces & Office Space
• Sporting Venues & Stadiums
• Attraction & Heritage Sites
• Public Sector & Defence
• Health, Care & Hospitals
• Schools, Colleges & Universities

Along with our purpose of enriching lives everywhere, every day, we're committed to an inclusive culture and want our people to feel appreciated, supported, and fulfilled.

That's why 85% of colleagues tell us how proud they are to work for us!

Elior Celebrates Equality Our aim is to celebrate a culture of equality, diversity, and inclusion, continuing to make Elior a great place to work!

Every colleague has a distinctive set of values, skills, and aspirations. To ensure that we attract, develop, and retain best people from the widest possible talent pool we're committed to providing an inclusive environment where our colleagues fulfil their potential and have the opportunity to succeed.

Company Culture:
Working with an organization who value community engagement & wellness of all residents and their staff members. Offering opportunities to further develop your career with access to financial support with training programs & internal development into leadership.
Opportunities available for clinical leaders who are ready for a step up or open for a change, other roles available within the region include: Registered Nurses & Clinical Care Coordinators! Reach out for more information.
About the Role:
As a Clinical manager you will be working collaboratively within the leadership team within this medium aged care service within a beautiful regional location on the boarder of NSW/QLD within 45-minute commute of Stanthorpe, QLD!
You will thrive leading your team, providing them with the motivation & continuous development required to be able to perform their duties, whilst ensuring every residents clinical care needs are met &
... Click here to view more detail / apply for Clinical Care Manager

Main Duties and Responsibilities 1. General and Site Management a) To be responsible for the oversight and day to day efficient and effectivemanagement of the Haven sites coordinating and linking with all staff groups including clinical teams and key partners such as the Metropolitan Police. b) To support day to day line management guidance to Administrators and other admin staff not part of reception staff team where requested by the Service Delivery Manager, Business Support (SDM, BS).c) To respond to daily problems and ensure that issues are swiftly resolved. Working with the senior management and clinical teams to implement longer term solutions to issues raised where required.d) To highlight issues of service cover across the multi-disciplinary team, particularly the 24/7 agreed level of forensic cover, coordinating with the clinical leads and the wider management team. e) To represent site management issues at all relevant internal and external meetings including the Havens Risk and Governance Committee, Havens Operational Group and sub-committees thereof including the Haven/Police/CPS partnership sub-committee.f) Working with the Quality and Operations Manager (QOM) and SDM, BS to ensure that facilities and other resources are available to meet site service needs.g) Ensure that delegated roles of fire officer(s), health and safety officers and other relevant corporate roles are covered within the staff team at the sites.h) To provide high level admin support to the service in achieving and maintaining accreditation. As part of the management team contribute to the development of service delivery, business and other plans and support the QOM and SARC ServiceManager in the production of business cases where required. To draft all business plans related to business support systems and procurement and materials management, including new equipment SLAs.As part of the management team represent the Havens on external bodies and meetings as agreed with the QOM and/or SARC Service Manager. Additionally, under general management:k) To deputise for the Quality and Operations and Manager and SARC Service Manager as and when required. l) To cover for the Service Delivery Manager, Business Support in their absence, including in respect of line management of the Administrators and other admin staff not part of reception staff team. 2. Service Delivery and Developmenta) Working in collaboration with SDM, BS taking a lead role in facilitating process improvement within the administration and systems parts of the service and wider Haven partnership including undertaking full life cycle project management responsibility where required.b) Ensure that all systems dependent components of the Havens Service Level Agreement (SLA) are adhered to and standards, outcomes and performance indicators relating to systems and performance, such as compliance with witness statement standards, are met consistently across the service. c) Ensure consistency in systems, record keeping and high quality data integrity across the three Havens including relevant auditing processes. d) Ensure confidentiality in the management of data and that the service is compliant with the Data Protection Act, the Venereal Diseases Act, any other relevant legislation and Trust confidentiality and information governance policies; whilst equally ensuring that data is readily available as required for clinical, operational and management purposes and that systems are in place to enable access to data as required. e) Ensure with SDM, BS administrative and meeting servicing requirements are met for Haven meetings and the clinical and operational management teams. f) Ensure that the systems required to support the victim/client pathway, such as reception rotas, service wide telephone line and on-call triage pathways are in place and reviewed as necessary to ensure effectiveness for the victim/client pathway and particularly for the Metropolitan Police and other referring partners. g) To ensure active encouragement of client feedback about the service. h)To ensure that shared IT drives are structured so as to facilitate effective governance across the Havens sites and to approve the shared drive structure and usage and any access restrictions. i) To be part of the management team on any developments required to service systems ensuring that users are fully involved in design and functionality.

Duties and Responsibilities:

• Works with the manager to implement higher level directives; makes recommendations for improved food and beverage service.
• Develops promotional programs to increase participation.
• Assists with the development of the annual budget and financial planning to include sales, programs, tournaments and capital requirements.
• Tracks labor, food/beverage and inventory costs in the snack bar and labor and inventory in the pro shop, making adjustments necessary to meet budget goals.
• Reviews and evaluates sources used for purchase of supplies, equipment and resale merchandise; establishes new or varied sources for improved selection to better meet changing customer demands.
• Assists in the development of minor and major construction projects.
• Once finalized, is responsible for ensuring projects remain on schedule and adhere to plans and blueprints.
• Resolves deviations and problems through proper sources.
• Responsible for work force management, recruitment, and staff training.
• Organizes and schedules open and league bowling.
• Conducts bowling instruction courses.
• Ensures maintenance and preventive maintenance are performed on all bowling related equipment.
• Responsible for conducting inventory of equipment/supplies and ensuring appropriate stock levels are maintained.
• Oversees operation of pro shop and snack bar.
• Designs and develops publicity/marketing materials to promote use of facility.
• Receives and resolves customer complaints and requests. Performs other related duties as assigned.
• May perform other related duties as assigned.

If interested in applying for this position you may preview the online application: https://apply.usastaffing.gov/ViewQuestionnaire/12599285

Starting at $24.50 Per Hour (NF 3)

This is a full-time role for a Manager - Customer Service & Billing in the third-party logitsics Warehouse Department in SH Cogent Logistics Pte Ltd. You will be reporting to the HOD and lead a customer service team of about 20 staff to meet the logistics requirement of our clients.

Manager - Customer Service & Billing

1. Report to Head of Department, lead a customer service team in the third-party logistics warehouse department.
2. Integrate management direction into strategy and seek continuous improvement deliverables in Customer Service & Billing area.
3. Drive the customer service team to meet customers’ KPIs.
4. Respond to customer queries and ensure that their requirements are met.
5. Be the owner of processes including the department’s Business Continuity Plan and guide the customer service team to execute them in an efficient, effective and timely manner.
6. Prepare management & operational reports on Customer Service & Billing performance.
7. Work closely with IT Department & vendors to implement change management to WMS & SAP processes.
8. Plan annual stock take for key accounts and coordinate with the stakeholders to ensure smooth implementation of the annual stock take.
9. Provide monthly accrual on billing to Finance Department.
10. Ensure billing to customers are perform timely and accurately to meet KPIs set by the Head of Department.
11. Review debtor aging list and recommend suitable debts collection plan to management.

Requirement:

1. Possess a Bachelor’s Degree
2. 5 years of experience in third party logistics or in any supply chain operations
3. Experienced in leading a team of about 20 pax
4. Proficient in WMS, SAP & Microsoft Office
5. Ability to work well with all levels of staff
6. Ability to deliver feedback in both verbal & written form

Others Information:

1. Alternate Saturday
2. Company Transport: 2 ways from Jurong East
3. Daily meal subsidy
4. Medical, dental & insurance benefits

Key Responsibilities

• Monitor and lead Service Department staff to ensure growth of business and improvement of profitability.
• Oversee the development and management of service customer base.
• Create and execute a comprehensive sales strategy for the service offerings.
• Provide technical advice to potential customers regarding servicing of the company’s products.
• Lead, mentor, and manage the service sales team, providing guidance, training, and support.
• Coordinate service staff to ensure clients is updated on service schedule.
• Assist to manage the overall Occupational Health and Safety.
• Monitor overall quality standards for the service work carried out.
• Liaise with client to ensure accurate paperwork details for manufacturing purpose.
• Oversee contract negotiations and ensure the delivery of services meets client expectations.
• Ensure invoice is prepared in a timely manner.

Job Requirement:

• Good interpersonal and communication skill
• With leadership experience and guided a team of technicians
• Ability to coordinate in paperwork / reporting preparation
• Ability to generate sales revenue
• Good technical skill in maintenance and servicing

AngelineMah
Reg No: R2096146
One Vogue Pte Ltd
EA License: 19C9629

Responsibilities:

• End to end stakeholders management

• Manage customer support after the conclusion of the contract

• Responsible of transparent and traceable billing of contracted services

• Single point of contact for all issues and requests with regard to steering, planning and controlling the services to be provided by T-Systems

• Manage continuous improvement of interaction with regard to Customer-to-Customer processes

• Accountable for projects and major orders or services, i.e. more complex services which are not in the scope of regular operation

• Coordinate external suppliers (subcontractors)

• Establish a coordinated and timely service reporting, conducting service reviews and controlling service levels

• Implement changes in line with the contractual stipulations and in cooperation with the units involved

• Propose measures for continuous improvement of service performance

• Identify opportunities and topics in areas where T-Systems has profound experience and is capable of contributing to the customer’s added value beyond the contractually agreed scope of services

• Coordinate operational and strategic targets with the customer.

• Single point of contact to the customer for all non-contractual and non-commercial items including relevant liquidated damages

• Plan, organize and leads regular progress meeting

• Close cooperation with Operation Manager to provide service operations maintained to contractual service level requirements

• Adherence to accreditations / certifications as required, including but not limited to ISO 20000 and ISO 27001

• Driving continuous improvement within the services provided which are evidenced through customer satisfaction ratings

• Driving innovation in Service Operations to improve quality of service and cost efficiency

• Provide ‘Out of Hours’ management escalation for severe business impacting issues

• Ensure conformance to T-Systems’ and the local/global security policy in close cooperation with Customer Security Manager

General Requirements:

• Planning and control of existing revenue and of service delivery in time / quality / costs

• Contract implementation in commercial systems as well as initial and formal ordering

• Ordering of internal / external deliveries including order processing and project contracting of multidisciplinary project teams (e.g. transition and implementation projects)

• Quality monitoring at the contract level

• Ensuring agreed terms of delivery and services

• Project management of small to medium customer deliverables

• General knowledge of IT Infrastructure, Cloud Concepts and Digital Transformation

Communications / Reports

• Regular communications with customers for delivery and services within the contractual framework. Face to Face, virtual, email and telephone based.

• Contact person for the customer for commercial matters within the contractual framework in coordination with the account teams

• Handling of customer complaints and escalations within the framework of the complaint management process

• Conduct customer service reviews and track derived measures and activities

• Regular communications with Operations and Sales for performance and quality

• Providing the agreed invoicing data

• Tracking invoice payment

• Customer reporting / SLA monitoring according to customer requirements, management reporting (technical and SLA)

• Ensuring high customer satisfaction – including measurement process

Sales Process

• Driving the up-selling and cross-selling sales process within the account

• End-to-end ownership of the sales to delivery process (feasibility, time, quality, budget)

Financials

• Responsibility for revenue, expenditure, gross profit and complete invoicing

• Responsibility for budgeting and forecasting revenue, gross profit of contracts (existing business) in coordination with account team

• Ensuring capacity management to secure the required Service line tasks

• Responsibility for contract management and controlling (internal and external)

Language Proficiency

• Able to speak and write fluently in Japanese and English (for Japanese speaking customers)

PARKROYAL PTY LTD t/a City Carpet Cleaners

Customer Service Manager - (ANZSCO - 149212)

Full-Time/Permanent

$73,000 - $78,000 per annum (salary will be commensurate to qualifications and experience)

Context of the Role:

The Customer Service Manager’s (CSM) role is a management position. The position is not involved in day-to-day contact with clients. This is undertaken by the Operational Controller, team supervisors and their respective team members. Only when the officers serving customers cannot resolve matters within set policies and procedures, it is escalated to the CSM who would then provide guidance, at arm’s length, to the Operations Controller, team supervisors and their respective team members to deal with unusual issues.

Main Duties:

*Work as a member of the management team to ensure the effective and efficient management and operation of services to customers - in accordance with the values and strategic direction of the business
*Develop and maintain relationships with key stake holders – at arm’s length, including private and business clients
*Develop, implement & administer effective customer service policies, procedures and guidelines
*Lead, manage and develop customer service staff (not operational staff) to be responsive to customers’ needs
*Oversee the responses of staff to incoming calls from customers and ensure that customers are being provided with accurate information
*Establish and implement a risk management system
*Assist with recruitment and induction of employees/subcontractors with a focus on customer service
*Seek feedback from customers and use the obtained information to improve the quality of services being provided to them by giving feedback to Operational Controller
*Attend to and resolve customer complaints, when required
*Ensure that operational employees’ performance review and management processes are undertaken by the Operational Controller in accordance with the business’s values
*Attend and participate in management meetings and provide briefings on customer service issues and suggest strategies to be used in response to customer expectations

Requirements:

A relevant AQF diploma level qualification and demonstrated relevant experience of at least 1 year.