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
Positive 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