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Manager/Senior Manager, Customer Services, NMC Job Opening In Singapore, Singapore – Now Hiring A*STAR


Job description

The Manager/Senior Manager, Customer Services, will be responsible for leading and optimising NMC?s customer service operations to ensure seamless coordination between laboratories and customers, uphold quality standards, and drive data-driven improvements.

This role is pivotal in delivering an exceptional customer experience while ensuring process excellence and compliance with relevant quality standards.

Key Responsibilities


Customer Service & Satisfaction

  • Develop and implement service initiatives to enhance customer experience and satisfaction.

  • Liaise closely with laboratories to ensure timely, high-quality service delivery.

  • Gather and analyse customer feedback to identify areas for improvement and implement action plans.

  • Drive continuous improvements to enhance service processes, leveraging data-driven decision-making.

  • Operational & Service Delivery


    Oversee daily service operations and coordinate incoming/outgoing service items and reports, including leading the customer service team responsible for:

  • Managing customer inquiries, quotations, billing, and related correspondence to ensure efficient service turnaround.

  • Developing and maintaining up-to-date policies, SOPs, and work instructions to support high-quality service delivery.

  • Leading and implementing digital transformation initiatives to improve accessibility and streamline processes.

  • Compliance & Process Improvement

  • Ensure compliance with relevant quality management standards.

  • Implement policies and procedures to enhance service quality, efficiency, and compliance.

  • Identify and lead process improvement initiatives to enhance service excellence and performance.

  • Financial & Data Analytics

  • Supervise financial processes including service quotations, invoicing, and revenue collection in accordance with organisational policies.

  • Analyse service data to monitor performance, identify trends, and implement improvements that support data-driven decision-making.

  • Preferred Qualifications & Experience

  • Relevant experience in service operations, quality management, or technical services.

  • Familiarity with relevant quality management system requirements would be advantageous.

  • Experience in process improvement, data analysis, and driving service excellence.

  • Exposure to financial processes such as invoicing, revenue collection, and service quotations.

  • Strong customer service mindset and collaborative working style.

  • Ability to manage multiple priorities and work effectively with cross-functional teams.

  • Commitment to continuous learning, proactive problem-solving, and attention to detail
  • Required Skill Profession

    Operations Specialties Managers


    • Job Details

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    The Work Culture

    An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at A*STAR adheres to the cultural norms as outlined by Expertini.

    The fundamental ethical values are:

    1. Independence

    2. Loyalty

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    5. Accountabipty

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    7. Obeying Singapore laws and regulations

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    A*STAR interview tips for Manager/Senior Manager, Customer Services, NMC

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