Customer Service Manager

Wärtsilä is a global leader in complete lifecycle power solutions for the marine and energy markets. By emphasizing technological innovation and total efficiency, Wärtsilä maximizes the environmental and economic performance of the vessels and power plants of its customers. The company has 170 locations in 70 countries spread around the world.
Application deadline 2018-01-24
Responsibilities Responsibilities
• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards for your organisation or department
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Train the staff to deliver a high standard of customer service
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities
• meeting with other managers to discuss possible improvements to customer service
Requirements Requirements
• Proven working experience as a customer service manager, retail manager or assistant manager
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• High level on customer service orientation
• Excellent team player

Technical Education preferred More than 5 years of relevant commercial or technical work with proven results.
Contact person to give further information For more information, please contact Holger Bomm at
Country Singapore
Job area Service Delivery