- Ang Mo Kio North-east Region (Singapore) Singapore
Full Time Customer Service Cum Operations Manager Jobs, Salary up to SGD 8,000 in TUCK LEE ICE PTE. LTD. North-east Region (Singapore) - Maukerja
Customer Service Cum Operations Manager
TUCK LEE ICE PTE. LTD.
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Job Description
Responsibilities
Job Summary
We are looking for a proactive and experienced
Customer Service cum Operations Manager
to oversee day-to-day operations while ensuring a high standard of customer service. The successful candidate will manage operational processes, lead the customer service team, resolve customer issues, and work closely with internal departments to improve efficiency, service quality, and customer satisfaction.
Key Responsibilities
Customer Service
Lead and supervise the customer service team to ensure timely and professional handling of customer enquiries, requests, and complaints.
Handle escalated customer issues and provide effective resolutions.
Monitor customer feedback and identify areas for service improvement.
Establish and maintain customer service standards, procedures, and service-level expectations.
Maintain strong relationships with customers and address service concerns promptly.
Monitor customer satisfaction and implement initiatives to improve the overall customer experience.
Operations Management
Oversee daily business operations and ensure smooth and efficient workflow.
Develop, implement, and improve operational policies, procedures, and processes.
Monitor operational performance and ensure tasks are completed accurately and within required timelines.
Coordinate with sales, finance, logistics, warehouse, technical, and other relevant departments to ensure seamless operations.
Identify operational bottlenecks and implement corrective and preventive measures.
Ensure compliance with company policies, procedures, and applicable regulatory requirements.
Prepare operational reports and provide management with regular updates on performance, issues, and improvement initiatives.
Team Management
Lead, coach, train, and motivate customer service and operations staff.
Allocate workloads and monitor team performance.
Set performance objectives and conduct regular performance reviews.
Identify training needs and arrange appropriate coaching or development programmes.
Foster a positive, collaborative, and customer-focused working environment.
Process Improvement
Review existing workflows and identify opportunities to improve productivity, service quality, and cost efficiency.
Develop and implement standard operating procedures (SOPs).
Track key performance indicators (KPIs) and prepare performance reports.
Work with management to implement new systems, processes, and operational initiatives.
Ensure proper documentation and accurate maintenance of operational and customer records.
Requirements
Diploma or Bachelor's Degree in Business Administration, Operations Management, Customer Service, or a related field.
Minimum
3–5 years of relevant experience
in customer service and/or operations management.
Proven experience managing and developing a team.
Strong communication, interpersonal, and problem-solving skills.
Good organisational and time-management abilities.
Customer-oriented with strong attention to detail.
Able to handle complaints, escalations, and operational issues professionally.
Proficient in Microsoft Office and familiar with CRM, ERP, or other business management systems.
Able to work independently and make sound operational decisions.
Strong analytical and reporting skills.
Key Performance Indicators (KPIs)
Customer satisfaction and service quality
Customer complaint resolution time
Response and turnaround times
Team productivity and performance
Operational efficiency
Process compliance
Error and issue rates
Customer retention and service levels
Achievement of operational targets
Working Arrangement
Full-time position
Reports to:
General Manager / Operations Director / Management
Supervises:
Customer Service and Operations Team
TUCK LEE ICE PTE. LTD.
Established in 1935, Tuck Lee Ice has solidified its position as the preeminent ice supplier and manufacturer in Singapore. With nearly nine decades of expertise in the industry, Tuck Lee Ice stands as a cornerstone, providing a consistent and dominant presence in the Singaporean market. Our unwavering commitment to quality, innovation, and customer satisfaction has propelled us to the forefront of the ice manufacturing industry, making Tuck Lee Ice the trusted choice for generations.
We are looking for a proactive and experienced
Customer Service cum Operations Manager
to oversee day-to-day operations while ensuring a high standard of customer service. The successful candidate will manage operational processes, lead the customer service team, resolve customer issues, and work closely with internal departments to improve efficiency, service quality, and customer satisfaction.
Key Responsibilities
Customer Service
Lead and supervise the customer service team to ensure timely and professional handling of customer enquiries, requests, and complaints.
Handle escalated customer issues and provide effective resolutions.
Monitor customer feedback and identify areas for service improvement.
Establish and maintain customer service standards, procedures, and service-level expectations.
Maintain strong relationships with customers and address service concerns promptly.
Monitor customer satisfaction and implement initiatives to improve the overall customer experience.
Operations Management
Oversee daily business operations and ensure smooth and efficient workflow.
Develop, implement, and improve operational policies, procedures, and processes.
Monitor operational performance and ensure tasks are completed accurately and within required timelines.
Coordinate with sales, finance, logistics, warehouse, technical, and other relevant departments to ensure seamless operations.
Identify operational bottlenecks and implement corrective and preventive measures.
Ensure compliance with company policies, procedures, and applicable regulatory requirements.
Prepare operational reports and provide management with regular updates on performance, issues, and improvement initiatives.
Team Management
Lead, coach, train, and motivate customer service and operations staff.
Allocate workloads and monitor team performance.
Set performance objectives and conduct regular performance reviews.
Identify training needs and arrange appropriate coaching or development programmes.
Foster a positive, collaborative, and customer-focused working environment.
Process Improvement
Review existing workflows and identify opportunities to improve productivity, service quality, and cost efficiency.
Develop and implement standard operating procedures (SOPs).
Track key performance indicators (KPIs) and prepare performance reports.
Work with management to implement new systems, processes, and operational initiatives.
Ensure proper documentation and accurate maintenance of operational and customer records.
Requirements
Diploma or Bachelor's Degree in Business Administration, Operations Management, Customer Service, or a related field.
Minimum
3–5 years of relevant experience
in customer service and/or operations management.
Proven experience managing and developing a team.
Strong communication, interpersonal, and problem-solving skills.
Good organisational and time-management abilities.
Customer-oriented with strong attention to detail.
Able to handle complaints, escalations, and operational issues professionally.
Proficient in Microsoft Office and familiar with CRM, ERP, or other business management systems.
Able to work independently and make sound operational decisions.
Strong analytical and reporting skills.
Key Performance Indicators (KPIs)
Customer satisfaction and service quality
Customer complaint resolution time
Response and turnaround times
Team productivity and performance
Operational efficiency
Process compliance
Error and issue rates
Customer retention and service levels
Achievement of operational targets
Working Arrangement
Full-time position
Reports to:
General Manager / Operations Director / Management
Supervises:
Customer Service and Operations Team
TUCK LEE ICE PTE. LTD.
Established in 1935, Tuck Lee Ice has solidified its position as the preeminent ice supplier and manufacturer in Singapore. With nearly nine decades of expertise in the industry, Tuck Lee Ice stands as a cornerstone, providing a consistent and dominant presence in the Singaporean market. Our unwavering commitment to quality, innovation, and customer satisfaction has propelled us to the forefront of the ice manufacturing industry, making Tuck Lee Ice the trusted choice for generations.
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