SECTION HEAD - CUSTOMER CARE AND ADMINISTRATION

at  SGS

Company Description
SGS is the world’s leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 99,600 employees, SGS operates a network of over 2,600 offices and laboratories around the world.

Job Description

• Supervise and lead the administrative team, including administrative assistants, receptionists and customer service representatives.
• Provide guidance, training and support to team members to ensure they perform their duties effectively.
• Oversee day-to-day administrative operations, including office maintenance, facilities management and procurement of office supplies.
• Ensure the delivery of exceptional customer service by establishing and maintaining high service standards.
• Handle customer inquiries, requests, and complaints promptly and professionally, aiming for swift resolution and customer satisfaction.
• Serve as a point of contact for internal and external communication related to administrative matters and customer inquiries.
• Collaborate with other departments/divisions to address cross-functional administrative needs and ensure seamless coordination.
• Maintain accurate and up-to-date records of administrative activities, customer interactions and relevant documentation.
• Ensure compliance with data protection regulations and confidentiality policies in handling sensitive information.
• Identify opportunities for process improvements in administrative workflows and customer service delivery.
• Implement initiatives to enhance efficiency, productivity and service quality within the department/division.
• Foster a culture of continuous learning and professional development within the team.
• Monitor the performance of the administrative team and customer service representatives, providing regular feedback and performance evaluations.
• Recognize and reward outstanding performance and address any performance issues or challenges proactively.
• Prepare and review regular reports on administrative activities, customer service metrics and key performance indicators.
• Analyze data to identify trends, areas for improvement and opportunities for enhanced customer satisfaction.
• Adherence to SGS Health, Safety and Environment (HSE) Policy by uphold a good safety behavior and exercising necessary standard and process when carry out your responsibilities at all times to ensure compliance to the HSE requirements.
• Perform any other responsibilities as assigned by your reporting manager and/or Senior Management

QUALIFICATIONS

• Minimum educations Diploma in Business / Finance background studies.
• Minimum 5 years’ experience in supervising administrations and customer care.
• Good interpersonal skill and with good track record in the company.
• Proven experience in administrative management and customer service leadership roles.
• Strong leadership, communication, and interpersonal skills.
• Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment.
• Knowledge of relevant regulations, policies and best practices in administration and customer service.

Please refer the Job description for details