This leading organisation is looking for a Deputy General Manager, Customer Service (Service Channel) to join their Global team in Singapore.
Reporting to the Head, Global Customer Service, you will 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 the initiatives to enhance the accessibility and user-friendliness of all service channels, ensuring a smooth and intuitive customer journey, defining and executing a channel prioritization strategy based on distinct customer segments to establish and maintain channel-specific service quality levels and performance targets. Your responsibilities also include leveraging case data and analytics to identify trends, areas for improvement, and opportunities for optimization and ensuring all service channels strictly adheres to global customer service (GCS) policies and criteria. You will also monitor the industry continuously 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
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