The Customer Experience function is responsible for continually improving our internal processes and the experience we offer to our customers on offline and online channels, develop digital solutions to enhance the customer journey, manage the frontline and back office functions responsible for customer interaction and documentation, and building customer satisfaction and loyalty
Job Responsibilities
- Formulate and execute local strategies for superior customer experience.
- Efficiently manage a dynamic and scalable Customer Service organization.
- Cultivate customer relationships and gather feedback.
- Collaborate with internal counterparts for best practice sharing.
- Drive continuous improvements and monitor performance against KPIs.
- Ensure accuracy and timeliness of the documentation process.
- Maintain data quality in Master Data Management system.
- Challenge and improve export and import documentation processes.
- Review and enhance documentation release and exchange procedures.
- Drive online user experience and reduce phone calls.
- Implement digital channels like chatbots and live chat.
- Digitize DnD queries to the frontline.
- Oversee telephony and mobile applications for improved service.
- Map and improve processes with a customer interface.
- Foster a root cause analysis and continuous improvement mindset.
- Act as a subject matter expert in customer-facing processes.
- Ensure delivery of SLA for offshored processes.
- Stay informed about developments in the logistics industry through engagement with BPOs.
- Manage customer service and documentation across all countries/branches.
- Map and enhance competencies of frontline customer service.
- Engage with internal and external stakeholders professionally.
- Uphold trust and reinforce a climate of high integrity.
Requirements
- 10 to 15 years’ experience in heading customer service or process excellence function, preferably in a Shipping or Logistics company.
- Six Sigma and Lean Black Belt and Project management expertise.
- Self-starter who takes initiative with a passion for in-depth analysis of processes and process improvements.
- Team-oriented, motivated by proactive collaboration across teams, functions and geographies.
- Able to engage multiple stakeholders at different levels
- Drive for results, willing to take ownership and follow through on deliverables.
