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Deputy General Manager, Global Customer Service - Service Channel Management (Global HQ)

Ocean Network ExpressSingapore, Pedra Branca, Singapore

26 days ago

Job description

Develop and implement a comprehensive multi-channel strategy that aligns with overall business objectives and customer needs, determining the optimal mix of case flows via email, chat, webforms, and phone
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

Multi-tasking ability & comfortable with flexible workhours

High drive and result-orientation

This position reports to Head - Global Customer Service

We regret that only shortlisted candidates will be notified. Thank you.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Industries

Maritime Transportation

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Customer Service Manager • Singapore, Pedra Branca, Singapore