Roles and Responsibilities
Support the two business units under GSVC by providing insightful data analytics
Booking & Documentation unit
- Analyze and evaluate the performance of Booking and Documentation quality from the following viewpoints
- Business Process Management (Standby, Constraint Management, etc.)
- RPA performance and Offshore Quality in terms of handling time and accuracy
- Internal and external communication quality in terms of waiting time and redundancy
Service Cloud unit
- Analyze and evaluate the quality of following items
- Customer Communication Quality through Chat and Webform channels at Region and Country level
- Customer Communication Quality through Chat, Webform and Email channels at Individual CCA level
- Advanced Data analytics leveraged by Gen-AI technologies (i.e. Einstein GPT, CRMA)
- Seek optimal resource management for CCA and Service management area at Regional and Country level
- Develop aglobal common visibility to show the comprehensive service quality performance at Global, Regional, Country, and Individual CCA and Customer level
Requirements
- Degree in relevant discipline
- Minimum 10 years of experience in container shipping industry
- Deep knowledge of Booking and Documentation processes
- Familiarity with Service Cloud (SalesForce) would be preferred
- Basic knowledge of Looker Dashboard and/or any data analysis tools
- Strong aspiration for data analytics field
We regret that only shortlisted candidates will be notified. Thank you.
