Senior Manager, Global Customter Service

2 weeks ago

Singapore OCEAN NETWORK EXPRESS PTE. LTD. Full time

**Roles and Responsibilities** - Manage and oversee Service Performance of all countries globally, ensuring alignment with organizational goals and service standards. - Study, monitor, and analyze Customer Experience (CX) Key Performance Indicators (KPIs) proactively to identify trends, opportunities, and areas for improvement. - Drive improvement in service operational metrics, ensuring their effectiveness in measuring and enhancing performance. - Champion and ensure clear improvement trends in service delivery, working collaboratively with regional and country teams to implement best practices. - Conduct regular meetings with all Regional Headquarters (RHQ) Service teams to review performance, share insights, and foster a continuous improvement culture. - Identify and address obstacles that hinder the achievement of required service standards, developing and implementing strategies to overcome them. - Work closely with other Global Customer Service (GCS) domains (e.g., Service Cloud, Bkg/ Doc, Quality etc) to provide required solutioning ideas and background support to countries, in order to improve performance - Handle and resolve escalated customer issues from various channels and regions, ensuring swift and satisfactory outcomes. - Tackle "bread and butter" service issues and common operational challenges originating from country operations, implementing sustainable solutions. - Act as the central global point of contact for all customer-related issues, providing guidance, support, and strategic direction to regional teams. **Requirements**: - Master’s or Bachelor’s Degree in Economics, Science, Engineering, Business, Logistics, or a related field - Minimum 10-12 years of progressive experience in customer service operations, preferably in shipping or logistics. - Proven track record of managing global or multi-country customer service operations - Experience with customer service technologies (e.g., CRM systems, dashboard). - Strong analytical skills with the ability to interpret trends, and make data-driven decisions - Excellent communication, interpersonal, and presentation skills - Demonstrated ability to identify problems and drive continuous improvement initiatives - Multi-tasking ability & comfortable with flexible work hours - High drive and result-orientation

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