Full-timeCustomer service· Posted 14 Sept

Customer Service Supervisor (Safe Deposit Box Operations)

CertisFrom company site

Salary

Not stated by the company

When

Full-time hours

Where

Singapore

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Start: Not stated
Work mode: On-site
Experience: Some experience

About the role

Certis is hiring a Customer Service Supervisor to lead the Safe Deposit Box frontline team in Singapore. You will oversee daily operations, staff performance and service standards for a security and customer experience services provider. This role suits an experienced supervisor from retail service, banking or hospitality who is comfortable with shift work.

What you'll do

Lead and supervise Safe Deposit Box frontline operations to ensure service excellence, efficiency and customer satisfaction
Manage manpower planning, duty rostering, deployment, training and competency development
Ensure compliance with company policies, operational procedures, PDPA requirements, regulatory standards and internal controls

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Maintain accountability, security and management of operational assets such as inventory, keys, access cards and controlled documents

Coach frontline staff in customer service, service recovery, customer engagement and retail sales techniques to improve SDB box take-up rates

Drive service quality, customer retention and new customer acquisition to support business growth

Review and improve operational processes, controls and service standards

Lead investigations into customer complaints, service lapses and incidents, and implement corrective and preventive actions

Monitor team and operational performance, conduct reviews and prepare management reports and incident updates

Support audits, compliance reviews, risk management activities and regulatory inspections

Promote staff engagement through communication, coaching, feedback and engagement initiatives

Collaborate with internal and external stakeholders to support operations and business objectives

Good to know

Shift work, weekends and public holiday duties may be required

Requirements

Minimum Diploma in Business Administration, Customer Service, Operations Management, Security Management or related discipline
At least 3 to 5 years of supervisory experience in retail customer service, banking, hospitality or related industries
Strong understanding of customer service excellence principles and complaint management
Experience in manpower planning, scheduling and team supervision
Good knowledge of PDPA, compliance requirements and information security practices
Strong communication, interpersonal and stakeholder management skills

Benefits

Competitive remuneration package with performance-based incentives
Eligibility for annual bonuses
Comprehensive medical and dental coverage
Holistic wellness initiatives and dedicated mental health support
Diverse career pathways and investment in growth

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Customer Service Supervisor (Safe Deposit Box Operations)

About the role

What you'll do

Good to know

Requirements

Benefits

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