Oversee Global Customer Service operations, systems, and performance reporting while coordinating continuous improvement projects and training programs to elevate service delivery standards.
CORE RESPONSIBILITIES
- CX Project Coordination & Implementation Tracking
- Data Quality & Reporting Governance
- KPI & Performance Analytics
- Support Agency Training and Capability Building
- Assist in External and Internal Communication
- Provide System/ Process Support to Customer Service and Documentation Teams
- Assist with Customer Intelligence and Surveys
- Customer Feedback & Improvement Tracking
- Support Process Improvement & Cross-functional Collaboration
- Monitor Process Compliance & Standardization
- Maintain CX Knowledge Repository SOPs, LOIs, Reports etc.
- Proactively monitor customer escalations / issue resolutio
QUALIFICATION
- Graduate or above
- Minimum 5 years experience in Customer Service / Documentation in Shipping Industry.
- Lean or Six Sigma Yellow Belt certification will be a Plus.
REQUIRED SKILLS
- Good organization, planning, and communication skills
- Fluency in English, written and spoken
- Knowledge of shipping services/ products, terms, and practices will be a plus
- IT skills and Proficiency in Microsoft Office suite, (Excel, PowerPoint, Word, SharePoint Online, Visio, Power BI) to manage data.
- Ability to work under pressure with highly motivated & target-driven goals.
- Robust Analytical skills
- Proactive and result oriented