Senior Manager, Global Customer Service

1 week ago

Singapore OCEAN NETWORK EXPRESS PTE. LTD. Full time

**Roles and Responsibilities**
- Drive initiatives to enhance the accessibility and user-friendliness of all service channels, ensuring a smooth and intuitive customer journey
- Define and execute a channel prioritization strategy based on distinct customer segments, tailoring the service experience to their specific preferences and needs, directing case volumes to the appropriate channels
- Establish and maintain channel-specific service quality levels and performance targets, ensuring consistent and exceptional customer interactions across all touchpoints.
- Define and implement internal and external measurement criteria and KPIs for all service channels, leveraging case data and analytics to identify trends, areas for improvement, and opportunities for optimization
- Ensure that front-office usage of all service channels strictly adheres to global customer service (GCS) policies and criteria, maintaining consistency and compliance.
- Monitor and improve performance via comprehensive KPI dashboards and reporting mechanisms for all service channels, providing regular insights to stakeholders on performance and progress.
- Act as the primary business lead for all case-related frontline requirements across RHQs, tied to the designated service channels, driving improvement initiatives and ensuring operational excellence
- Monitor industry continously for best practices and emerging trends in customer service and channel management to identify innovative solutions and opportunities. Leveraging emerging technologies including AI and automation will be key
- Participate in any ad-hoc projects or assignments as required

**Requirements**:

- Master’s or Bachelor’s Degree in Economics, Science, Engineering, Business, Logistics, or a related field
- Minimum 12 - 15 years of direct/ indirect experience in service related interactions with customers and service channels or business planning/ systems, preferably in the shipping or logistics
- Proven leadership experience working with global teams and service mindset
- Excellent communication and negotiation skills with a customer-centric approach
- Good understanding of AI & emerging technologies, digital tools and CRM systems
- Strong analytical skills and ability to interpret customer data for strategic decision-making
- Understanding of AI and emerging technologies
- Working knowledge of CRM and digital tools
- Data Analytics & Visualization
- Multi-tasking ability & comfortable with flexible workhours
- High drive and result-orientation
- This position reports to Head - Global Customer Service

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