A global freight forwarding MNC is looking for Customer Service Excellence Manager in Singapore. The incumbent will be responsible for building customer retention and achieving operational KPI for the company.
Responsibilities:
- Foster relationship with customers and obtain regular feedback on performance level and make recommendations for service improvement and customer retention
- Lead, train and manage Customer Service Team
- Identify root cause and resolve problems effectively to minimize the impact on customer satisfaction
- Conduct regular meetings with teams to disseminate company updates and strategize on improvement plans on customer experience
- Attend operational reviews with customer and handle all customers' dispute and service failure through corrective and preventive measures
- Attend introductory and business implementation meetings with customers
- Lead and support continuous improvement efforts and programs to increase effectiveness and efficiency at optimal cost.
- Recruit and manage staff costs and productivity across the department
Requirements:
- Bachelor's degree in Business Administration, Economics, Logistics / Freight forwarding apprenticeship or other related disciplines
- 10+ years of industry experience in freight forwarding or carriers' industry
- 5+ years in people management and leadership - including training & development, coaching, conflict management, recruitment, performance management
- Experienced in customer facing and customer service excellence function
- Strong business and financial acumen
- Familiar with CargoWise 1 and/or SAP software platform
Interested applicants, please apply with your latest CV. Only shortlisted candidates will be contacted.
