Product area

Google Customer Solutions (GCS) sales teams are trusted advisors and competitive sellers who maintain a relentless focus on customer success by bringing the best Google has to offer to small- and medium-sized businesses (SMBs), which are the backbone of our communities. As a member of our team, you’ll have the opportunity to work with company owners and make a real difference in their businesses by helping them grow. Together, we help shape the future of innovation for customers, partners, and sellers...and we have fun doing it.

Additional job description

Google Customer Solutions (GCS) works with ad agencies and businesses of all sizes. The Revenue Strategy and Operations (RSO) team provides business-critical insights, ensures cross-functional alignment, and designs/executes initiatives. We stay focused on aligning company priorities with day-to-day operations, and evolve early stage ideas into future-growth initiatives. In APAC, our team supports sales leadership teams across markets in defining/implementing region-specific priorities.

As a Strategy and Operations Lead, you'll lead and project-manage strategy projects/initiatives. You'll engage and coordinate with global, regional and local teams, and management. By working with sales teams, you'll use your analytical skills to develop a robust understanding of market opportunities/challenges, which you'll use to develop short- and long-term strategic initiatives. You'll provide holistic, local insights to influence global GCS strategy and roadmap. In addition, you will use regional expertise and stakeholder management skills to lead deployment of programs and sales pilots in-market, and advocate for the region.

Qualifications

Job responsibilities

• Identify high-impact strategic opportunities through data analytics and insights, and develop actionable plans to accelerate growth of GCS China business.
• Involve, align and manage relevant stakeholders across teams and markets to drive a successful implementation.
• Facilitate the communication process with executives across all levels. Build a network with sales teams members across all levels to capture seller and customer feedback and understand the opportunities and challenges.
• Lead deployment of global or regional sales programs/pilots in Greater China markets.
• Support annual business planning and resource management. Support sales teams through one-off troubleshooting, problem-solving, and training on sales program design.

Minimum qualifications

• Bachelor's degree or equivalent practical experience.
• 6 years of experience in management consulting, sales operations, business strategy, investment banking, venture capital, private equity, or corporate advisory.

Preferred qualifications

• 8 years of experience in management consulting, corporate strategy, or sales operations.
• Experience in engaging across APAC markets and cultures.
• Understanding of digital marketing and Google’s products and sales programs.
• Demonstrated problem-solving and analytical skills, ability to manage stakeholders across organizational boundaries, combined with business acumen.
• Excellent communication and presentation development skills, with the ability to take complex ambiguous topics and turn them into stories that spark an audience.

We are looking to welcome a Customer Service Representative to join our Global Customer Service Department. You will work as an integral part of the department by providing outstanding customer service to our internal and external customers and report to the Customer Service Manager. 

Closing Date: Applications will close on 4th Nov 2024.

Applications are shortlisted on a rolling basis, and we will be interviewing alongside advertising. We therefore encourage you to apply at the earliest opportunity.

What you'll be doing:

• Take ownership of customer queries received via phone, email, live chat, and in person through to resolution in line with policies/procedures, KPI and Customer First training best practices. Striving to increase customer satisfaction/first-time resolution and reduce the need for customers to contact.
• Take responsibility for the processing of orders, invoices, quotes, returns, and claims in a timely and accurate manner, responding appropriately and swiftly to queries, problems, and special requests from customers, accelerating these to team leaders and managers where appropriate.
• Resolving product or service problems/queries by clarifying customer issues, determining the root cause of the problem, selecting and explaining the best solution to the problem, expediting corrections/adjustments, and following up to ensure resolution.
• On the back of customer contacts review the customer self-help portals and suggest new content or amendments to the relevant team.
• Managing day-to-day business processes, liaising with other departments where appropriate.
• Suggesting amendments to Standard Operating Procedures (SOP).
• Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
• Providing support to team members.
• Active participation in meetings, expressing your viewpoint but also recognizing and listening to others.
• Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity, or reduce costs.
• Using Salesforce to manage customer contacts and workflow in line with the SOP.
• Using SAP/Salesforce to manage orders/invoicing.
• You achieve personal objectives and, work to agreed KPIs and targets including quality assurance.
• In addition to the above, this role may also be required to help with projects and workload as determined by business needs and the Manager.

About the role

The incumbent will be leading a team and be part of a larger team within the IFF department in providing seamless and customer-focused solutions to support the achievement of business objectives.

What you will be doing

• Lead the Customer service team for Sea freight
• Liaise with customers on the standard operating procedures
• To meet up with clients on projects / special matters
• Prepare customer key performance index reports
• Promptly handle customers / team escalations
• To implement corrective actions and preventive measures for immediate service recovery
• To co-ordinate with Ocean carriers for bookings / uplift upon escalation from team
• Attend to freight management and rates negotiation
• Provide quotes / rates to COD customer or overseas offices
• Liaise with overseas agents on the various requirements and rates
• Review the profit & loss of product desk
• Analyse job file purchasing and raise concern to Pricing team
• Review & approve changes of work processes before escalation to Head of Sea Freight
• Conduct recruitment exercise for officer / executive position when needed
• Provide related training concerning the BU to new staff assign to the team
• Joint sales visit to resolved operations issue when necessary

Team Management

• Ensure and monitor team compliance to the Bollore’s Code of Conduct and Company’s regulations
• Ensure team understanding and implementation on Bollore’s Value in daily work behaviors
• Plan and monitor team performance including give coaching and counselling needed to deliver expected outcomes
• Plan and monitor team development together with HR Division
• Ensure updated Job Description availability for the team by coordinating with HR Division
• Ensure all changes in Department / Section communicated properly to the team

The successful candidate

• Diploma / Degree preferred
• Minimum 8 years of experience in freight forwarding with sea freight experiences
• Previous customer service experience is an added advantage
• Possess excellent communication and interpersonal skills
• Pleasant personality and a good team player
• Proficient in MS Office & ability to work independently
• DGR trained will be an advantage
• Location: 101 Alps Ave Singapore 498793 (Designated transport Pasir Ris, Ang Mo Kio, Tanah Merah, Tampines, Admiratly, Yishun and Sengkang)

Your mission: 

• Communicating with Wise's business customers and helping them over the phone and via email whilst forming valuable, long-lasting relationships. 

• Collaborating internally with operational and product teams to make sure that we are providing the best service and custom solutions for our business customers.

The role will give you the opportunity to:

• Be a Problem Solver: With a customers-first mindset and empathy, enable a smooth customer experience for our business customers

• Go above and beyond the call of duty: work with less supervision and solve complex problems by working with other teams

• Grow through mentoring and side projects with other teams, developing your skills and figuring out how to have a big impact on our customers

• Work with Empowerment - at Wise you get in what you put out so you’ll need to take the initiative when it comes to your career progression

Job Description:

• Work closely with the Residence Manager
• Provide good customer service and respond efficiently and tactfully to guests’ complaints, requests and enquiries
• Handle cashiering functions and adhere to the residence’s Standard Policies & Procedures
• Maintain good guest relations with in-house guests at all times
• Project a courteous and hospitable attitude at all times
• Provide guests with accurate information as requested regarding SR facilities, major city attractions and events
• Maintain an effective flow of communication with all personnel

Job Requirements:

• O-Level or equivalent
• Willing to perform rotating shifts
• Positive attitude with outgoing personality and good communication skills
• Experience in hospitality and knowledge of HMS will be advantageous

Description of the Company’s background

Xiaomi Corporation was founded in April 2010 and listed on the Main Board of the Hong Kong Stock Exchange on July 9, 2018. Xiaomi is a consumer electronics and smart manufacturing company with smartphones and smart hardware connected by an IoT platform at its core.

Embracing our vision of “Make friends with users and be the coolest company in the users’ hearts”, Xiaomi continuously pursues innovations, high-quality user experience and operational efficiency. The company relentlessly builds amazing products with honest prices to let everyone in the world enjoy a better life through innovative technology.

Xiaomi is one of the world's leading smartphone companies. The company’s market share in terms of smartphone shipments ranked no. 2 globally in the second quarter of 2021. The company has also established the world’s leading consumer AIoT (AI+IoT) platform, with 374.5 million smart devices connected to its platform (excluding smartphones and laptops) as of 31 March 31, 2021, excluding smartphones and laptops. Xiaomi products are present in more than 100 countries and regions around the world.

Job Description

The Management Consultant is responsible for evaluating and improving store operations, identifying areas of opportunity, and implementing strategies to optimize performance and efficiency.

The role involves working closely with store managers and teams to ensure that business objectives related to sales, customer service, inventory management, and operational standards are achieved. The consultant will provide expert advice, insights, and recommendations to enhance overall store performance and profitability.

Key Responsibilities:

1. Store Operations Analysis:

• Conduct comprehensive assessments of store operations, including sales processes, inventory management, staff performance, and customer experience.
• Analyze store performance data, KPIs, and financial reports to identify gaps and opportunities for improvement.
• Evaluate current store layouts, product displays, and traffic flow to optimize the customer journey.

2. Strategic Recommendations:

• Develop actionable recommendations to improve store efficiency, sales performance, and customer satisfaction.
• Design and implement operational strategies and procedures tailored to the specific needs of each store.
• Propose initiatives to reduce costs, enhance productivity, and optimize resource allocation.

3. Staff Training & Development:

• Work with store managers to assess training needs and develop programs to enhance staff skills, particularly in customer service, sales techniques, and inventory management.
• Provide coaching and mentorship to store leadership teams to improve management and operational capabilities.
• Ensure that staff are trained on best practices and new operational procedures.

4. Sales & Marketing Optimization:

• Identify opportunities to boost sales through improved merchandising, promotions, and customer engagement strategies.
• Work with store teams to design and implement marketing campaigns to drive traffic and increase conversion rates.
• Collaborate with marketing teams to improve store branding, online presence, and in-store customer experiences.

5. Inventory & Supply Chain Management:

• Assess and recommend improvements in inventory control, stock rotation, and order management processes.
• Work with store management to optimize supply chain logistics, reducing stockouts and overstocking.
• Introduce tools or technologies to enhance real-time inventory tracking and demand forecasting.

6. Customer Experience Enhancement:

• Analyze customer feedback and conduct surveys to understand customer expectations and satisfaction levels.
• Develop strategies to improve customer service, loyalty programs, and overall in-store experiences.
• Implement changes to store layouts and displays to create a more engaging and customer-friendly environment.

7. Performance Tracking & Reporting:

• Establish key performance indicators (KPIs) for store operations and create reporting mechanisms for ongoing performance monitoring.
• Present findings and progress reports to senior management and store leadership teams.
• Recommend adjustments based on performance metrics and feedback from stakeholders.

8. Project Management:

• Lead or participate in special projects aimed at improving store performance, such as new store openings, store redesigns, or process improvement initiatives.
• Ensure project timelines and deliverables are met, and that solutions are sustainable for long-term success.

Job Requirements

Key Qualifications:

• Bachelor’s degree in Business Administration, Retail Management, or a related field.
• 5+ years of experience in retail store management, operations consulting, or related field.
• Proven track record of improving retail operations and driving business results.
• Strong understanding of retail best practices,inventory management, and customer service excellence.
• Experience with data analysis, financial reporting, and sales metrics.
• Excellent problem-solving and project management skills.

Key Competencies:

• Analytical thinking and data-drivendecision-making.
• Strong communication and interpersonal skills.
• Leadership and coaching abilities.
• Ability to effectively understand headquater's management directions.
• Adaptability and creativity in problem-solving.
• Customer-focused with a deep understanding of the retail landscape.
• Ability to manage multiple projects and deadlines.

BIPO Service (Singapore) Pte. Ltd.

EA License No. : 18S9180

The Service Analyst managing Incidents is a Service Operations Specialist who is responsible to maintain high levels of service and ensuring all service recovery, protective mitigations, stakeholder communications and problem management activities are performed. He/She is responsible to drive both internal and external teams to ensure compliance to SLOs, SLAs, KPIs and metrics relating to service performance and operations performance.

He/She possesses strong analytical skills in the completion of service operations related activities and is responsible for tracking and analysing important reports covering service performance metrics and operations activities.

Roles & Responsibilities

• Lead high severity incidents/Command Centers and collaborates with multiple internal teams across disparate groups to restore services when major incidents occurs

• Manages high severity incident communications to all stakeholders and provide regular updates to management and stakeholders until incident closure

• Support and assist in high severity incidents and drive problem management meetings, gather required experts to perform root cause analysis for problem resolution

• Drives internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes

• Track and ensure compliance to SLAs, KPIs and metrics relating to service performance and operations performance

• Ensure all operational support material is complete and all process comply within internal security and technology standards

• Prepare and deliver status updates / report to management

• Log and track problem tickets relating to S1/S2 or high impact issues

• Maintain processes, templates and SOP, website and information related to incident and problem management

• Assist senior leaders in disaster recovery planning and activities

Requirements / Qualifications

• Bachelor’s degree or Diploma in computer science or other highly technical, scientific discipline

• 5-10 yrs of Technical / Application Support or Incident / Problem management experience

• Proven experience of working efficiently in a cross functional team

• ITIL v3/v4 certification and strong service oriented experience / background

• Knowledge and understanding of IT industry environment and business needs Strong competency in IT technologies covering operating systems, databases technologies, networking, server, load balancing and/or application related domains covering healthcare and healthcare related industries

• Ability to establish and manage processes and practices through collaboration and the understanding of business

• Ability to adapt to a fast-changing environment and work under a fast-paced and dynamic environment.

Position Summary / Project Description

The project is for administration of grants and financial assistance schemes with integration with multiple source of truth system. The application IT enable the verification of grant applications and dispense monthly payouts to recipients (member of public) as per their eligibility.

The Domain Specialist is responsible to maintain high levels of service and ensuring all IT operations activities are performed. The candidate is a subject matter expert in technology and/or business domain. This candidate is responsible to drive both internal and external teams in the resolution of problems or resiliency related actions.

He/She possesses strong analytical skills in the completion of service operations related activities and is responsible for tracking and analysing important reports covering service performance metrics and operations activities.

Roles & Responsiblities:

• Drives internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes

• Assist as Subject Matter Expert and Drive organizational capability to effectively apply service operations and maintenance framework

• Troubleshoot and resolution of service health issues and bring relevant parties to resolve impediments impacting service performance

• Assist in blueprints for operational support material for disciplines of applications are concise and complete; covering (internal security and technology standards)

• Organise system activities including planned maintenance events, system backup processes and disaster recovery drills

• Provide guidance to the team to ensure the best support and best standarization of approaches possible for systems availability

• Support and assist in high severity incidents and drive problem management meetings

• Collaborate with multiple internal teams across disparate groups to restore services when incidents occurred, gather required experts to perform root cause analysis for problem resolution

• Assist senior leaders in disaster recovery planning and activities

Requirements / Qualifications:

• Bachelor’s degree in computer science or other highly technical, scientific discipline

• 5-10 yrs of Technical / Application Support experience

• Proven client engagement experience / vendor management experience

• Proven experience of working efficiently in a cross functional team

• ITIL v3/v4 certification and strong service oriented experience / background preferred

• Knowledge and understanding of IT industry environment and business needs Strong competency in IT technologies covering operating systems, databases technologies, networking, server, load balancing and/or application related domains covering healthcare and healthcare related industries

• Ability to establish and manage processes and practices through collaboration and the understanding of business