Global Customer Systems Operations Manager

4 weeks ago


Singapore APPLE SOUTH ASIA PTE. LTD. Full time

About the Role:

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As a Global Customer Systems Operations Specialist at Apple South Asia PTE. LTD., you will play a critical role in ensuring the seamless operation of our customer service systems worldwide.

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This role is responsible for overseeing daily customer systems operations to ensure alignment with global strategies and objectives, analyzing operational data to identify trends, areas for improvement, and opportunities to enhance customer satisfaction.

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You will collaborate with cross-functional teams, including contact center technologies, support and application development, to streamline customer systems processes.

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Covering events management as well as incident and problem management, this role requires prioritizing issues while negotiating and managing expectations with cross-functional teams, communicating critical information and statuses to stakeholders and senior management in a timely manner.

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Develop and maintain standard operating procedures (SOPs) for customer systems activities, ensuring consistency and compliance across all regions.

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Drive initiatives aimed at improving response times, resolution rates, and overall service quality.

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Monitor and report on key performance indicators (KPIs), providing insights and recommendations to leadership.

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Requirements:

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  • A minimum of 2 years of experience in customer service operations, preferably in a global or multinational organization.\
  • Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.\
  • Excellent communication and interpersonal skills, with the ability to influence and lead cross-functional teams.\
  • Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.\
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Preferred Qualifications:

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  • Bachelor's degree in Computer Science, or a related field.\
  • Demonstrate leadership and maintain grace under pressure.\
  • Pro-active, with a strong sense of ownership and responsibility.\
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We estimate the salary for this role to be around SGD 90,000 - SGD 120,000 per annum, depending on experience.



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