Customer Service Supervisor

Description

Summary: Seeking a bilingual Customer Service Supervisor to lead a team in managing day-to-day enquiries and operations for a Private Hire Vehicle (PHV) leasing business. Highlights: 1. Lead and support a customer service team for PHV leasing operations. 2. Supervise a team handling PHV driver enquiries and complex cases. 3. Ensure customer service KPIs and service quality standards are met. Job Title: Customer Service Supervisor (Private Hire Vehicle Leasing) Salary Range: S$2600-2800 Work week: 5 days Job Description We are seeking a Customer Service Supervisor (Bilingual Mandarin and English) to lead and support our customer service team in managing day-to-day enquiries and operations for our Private Hire Vehicle (PHV) leasing business. The role focuses on delivering timely, accurate, and professional support to drivers while ensuring service standards and operational requirements are met. Key Responsibilities Supervise a team of customer service executives handling PHV driver enquiries related to vehicle leasing, rental agreements, payments, renewals, and maintenance Act as the escalation point for complex cases, including service complaints, accident-related matters, breakdowns, and contract disputes Ensure customer service KPIs, response timelines, and service quality standards are consistently met Coordinate with internal departments such as fleet management, workshop partners, operations, and finance to resolve issues effectively Schedule duty rosters, manage leave planning, and ensure sufficient manpower coverage Conduct regular coaching, training, and performance evaluations for team members Review driver feedback and complaints, identify service gaps, and recommend process improvements Maintain accurate records and reports using CRM or internal systems Ensure compliance with company policies, PHV leasing terms, and relevant regulatory requirements Job Requirements Diploma or Degree in Business Administration, Customer Service, or a related field At least 2–3 years of customer service experience, with minimum 1 year in a supervisory or team-lead role Prior experience in PHV, vehicle leasing, automotive, logistics, or transport-related industries is preferred Strong leadership, communication, and problem-solving skills Ability to manage driver-facing issues in a fast-paced operational environment Proficient in Microsoft Office and customer management systems Bilingual in English and mandarin Willing to work shifts, weekends, or public holidays when required Other Information Work Location: Singapore, Benoi. Employment Type: Full-time