Strategic CS Process Optimization Lead

1 day ago


Singapore beBeeCustomerService Full time $90,000 - $120,000
Global Customer Service Process Lead Job Summary

We are seeking an experienced professional to lead our global customer service initiatives, ensuring world-class service delivery and developing harmonized processes across the organization.

Key Responsibilities:

  • Lead cross-functional projects at a global level to standardize and harmonize Global CS processes, standards, and programs
  • Collaborate with regional/country CS Heads and other CS managers to identify and develop ongoing booking, inquiries, tracing, service recovery, claim, and complaint handling initiatives
  • Manage vendors and business consultants to ensure contracted deliverables are met

Requirements:

  • Tertiary education with professional certification in process improvement methodology
  • Proven track record of project management experience in a multicultural and global environment
  • Knowledge and experience in working with CS processes, programs, tools, and technology
  • 8 years' experience in Customer Service in the Express/Logistics industry
  • Minimum 5 years of management experience in a Customer Service environment coupled with regional/global experience

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