Client Service Manager

1.Knowledge about the Company profile (to promote the services of the company to clients)
2.Thorough knowledge of art storage facilities, services, and floorplan (ability to promote the facilities and services to clients)
3.Thorough knowledge and application of Salesforce for Customer Relationship Management. Ability to notice patterns in data and set customer service goals for team members and helping them to reach those goals
4.Knowledgeable about Artmove Operations, good knowledge of HT’s products, services, and procedures. Ability to create and promote a reliable customer loyalty program with Artmove Operations.
5.Knowledge of Art Eco-System. Actively attend arts related events to keep abreast of the latest market developments and trends
6.Thorough knowledge about Helu-Trans Competition & Key accounts. Maintain excellent relationship with profitable customers. Stay up to date on competitors’ latest developments
7.Excellent Customer Service Skills. Check, guide and ensure the CS team’s costing, quotations, execution of services and data entry is uploaded accurately and in a timely manner in Salesforce.
8.Expert knowledge on proper art handling, un/packing, un/crating, packing materials, and installation/deinstallation of basic artworks (NO Physical Handling)
9.Expert knowledge of crating types & methods and types of carton boxes (NO Physical Handling)
10.Report and file any incident in Salesforce in a timely manner. Ability to proposed, guide and counsel team on corrective and preventive measures
11.Perform site/job survey; plan, prepare and practice prior to actual works independently
12.Oversee day-to-day operations and work of CS team.
13.Provide superb customer service by leading and motivating the team, developing loyalty programs, and creating customer satisfaction goals.
14.Other Ad-hoc duties as per assigned
JOB SKILLS
A.Ability to understand instructions and the requirements (written and verbal) with strong attention to details
B.Ability to communicate clearly and concisely with colleagues & clients (especially on client’s request and instructions) and the knowledge and experience to take initiative.
C.Supervise the CS team on administrative works, such as but not limited to generating costing, preparing quotation, filing, billing, follow-up with job files in a timely and accurate manner
D.Responsible for CS team attending to clients’ request in a timely manner to email / request. Manage client’s expectation. Respond to customer service issues in a timely manner.
E.Prompt and accurate update of data in Salesforce. Supervise and oversee the documentation and entries in Salesforce by the CS Team comply to the standard operating procedures of various department. Maintain accurate records and document all customer service activities and discussions
F.Hire and train CS Team in coordination and delivering premier customer services according to quotation and costing with the support of the relevant departments to achieve customer’s satisfaction
G.Advanced knowledge of Customs & Freight Formalities
H.Supervise and guide the CS team’s planning and preparation for the required resources to ensure that the services are in accordance with the quotation and costing. Ensuring that the team stays within the budget.
I.Supervise and oversee the CS team’s information and requests from clients to ensure that it is accurate for Operations/Warehouse preparation and planning.
J.Liaise with the other departments to ensure a timely and professional execution of project
K.Supervise and oversee the CS team’s projects are delivered in a timely and zero-error manner
L.Actively collect feedback from client for review and improvements for the CS team’s improvements. Assess service statistics, plan, and prepare detailed reports on findings for improvements
M.Troubleshoot problems, resolve disputes between colleagues and customers and always maintain a professional demeanor.
N.Take an active role in clients’ engagement, maintain and foster relationship with key accounts, expand client’s base by reaching out to potential clients
O.Create, deliver, and check reports on a regular predetermined schedule.
P.Create effective customer service procedures, policies, and standards
Q.Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
R.Implement an effective customer loyalty program
Experience:
Minimum of 5-year experience in a Customer Service Role
Proficient computing skills (Salesforce, Microsoft Office, Customer service software, etc.)
Arts Management and/or Hospitality experience preferred
Excellent time management, organizational and planning skills
Outstanding written and verbal communication skills
Experience in leading a team and/or managing projects preferred
Good understanding of management practices and techniques
Excellent leadership and interpersonal skills
Minimum EDUCATION qualification - update according to each station requirement