Customer Service Supervisor (Safe Deposit Box Operations)

About Certis

Certis is a leading outsourced services partner that designs, builds, and operates smart, integrated solutions across security, facilities management, and customer experience. Headquartered in Singapore with a growing presence in Australia and Qatar, we harness the power of technology—from AI to Robotics—to deliver critical services that protect lives and enable communities to thrive.
 
At Certis, your work has purpose. You’ll be part of a mission that goes beyond operations—shaping safer, smarter, and better outcomes for people and businesses. We offer diverse career pathways, invest in your growth, and empower you to make a meaningful difference.
 
If you're ready to build the future, your journey starts here—with us.

Life at Certis

Power a Smarter, Safer World with Tech: We build purposeful solutions that serve, protect, and empower—driven by trust, powered by people.
Shape the Future: Take charge of your development and offering diverse opportunities across roles, borders, and technologies. Work alongside leaders who invest in your potential, and a culture that will take you further.
Where Purpose Meets Possibility: From safeguarding communities to shaping smarter, more sustainable futures, we’re committed to creating long-term value, not just for our customers, but for society and the environment.

Duties & Responsibilities

• Lead and supervise Safe Deposit Box frontline operations to ensure service excellence, operational efficiency, and customer satisfaction. 
• Manage manpower planning, duty rostering, deployment, training, and competency development to meet operational needs. 
• Ensure compliance with company policies, operational procedures, PDPA requirements, regulatory standards, and internal controls. 
• Uphold proper accountability, security, and management of operational assets including inventory, keys, access cards, controlled documents, and related resources. 
• Coach and guide frontline staff in customer service, service recovery, customer engagement, and retail sales techniques to improve SDB box take-up rates. 
• Drive customer service quality, customer retention, and new customer acquisition efforts to support business growth. 
• Review and improve operational processes, controls, and service standards to optimise efficiency, consistency, and customer experience. 
• Lead investigations into customer complaints, service lapses, and incidents, and implement corrective and preventive actions. 
• Monitor team and operational performance, conduct reviews, and prepare timely management reports and incident updates. 
• Support audits, compliance reviews, risk management activities, and regulatory inspections. 
• Promote staff engagement through regular communication, coaching, feedback, and participation in employee engagement initiatives. 
• Collaborate with internal and external stakeholders to support smooth operations, service improvements, and business objectives.

Skills & Experience

• Minimum Diploma in Business Administration, Customer Service, Operations Management, Security Management, or related discipline.
• At least 3 to 5 years of supervisory experience in retail customer service, banking, hospitality, or related industries.
• Strong understanding of customer service excellence principles and complaint management.
• Experience in manpower planning, scheduling, and team supervision.
• Good knowledge of PDPA, compliance requirements, and information security practices.
• Strong communication, interpersonal, and stakeholder management skills.
• Ability to investigate incidents, identify root causes, and implement corrective actions.
• Strong analytical, problem-solving, and decision-making capabilities.
• Proficient in Microsoft Office applications including Excel, Word, PowerPoint, and Outlook.
• Ability to work effectively in a fast-paced and customer-centric environment.
• Willingness to perform shift work, weekends, and public holiday duties when required.

Recognition & Reward

• Be part of a purpose-driven, values-led workplace that fosters collaboration, respect, and a culture of continuous growth.
• Enjoy a competitive remuneration package with performance-based incentives and eligibility for annual bonuses.
• Benefit from comprehensive medical and dental coverage, along with holistic wellness initiatives and dedicated mental health support.