- Job location: Jalan Buroh (West area)
- Hybrid working arrangement.
- Company Transport at multiple MRT stations.
- DKSH is a certified Great Place to Work!
General Responsibilities:
Customer Care Centre (CCC) Operations:
- Support Business Operations Manager on identifying, evaluating, and driving operations excellence in processes and call agents’ efficiency.
- Support Business Operations Manager on ensuring timely execution of all continuous improvement initiatives.
- Support Business Operations Manager to lead cross-functional collaboration between CCC and CM to ensure pricing maintenance accuracy and timeliness.
Client Management (CM) Operations
- Support Business Operations Manager on ensuring operational excellence of client management team with regards to successful fulfilment of clients’ key performance index and achieve high clients’ satisfaction scores
- Support Business Operations Manager on the negotiation process for renewal. Preparation of contracts, providing accurate inputs on pricing and contract terms.
- Support Business Operations Manager to establish relationships and identify upselling opportunities (Value Added Services) for existing clients.
- Support Business Operations Manager on assessing the current business profitability to ensure long-term sustainability and retention of profitable clients / business lines.
- Manage business integration process for new clients to ensure smooth client integration.
Job Requirements:
- Demonstration of operational experience in applying project management principles for medium- to large-sized projects in similar industries for 3/4PL service.
- Demonstrate business acumen, analytical and business analysis skills.
- Comfortable working with data and data analytical tools/applications to develop and present dashboards and analytical reports.
- Demonstrate skills in market research and audit.
- Proven client and customer account management skills
- Demonstrate ability to manage global/regional/country level assignments and projects.
- Demonstrate appreciation and respect for cultural sensitivities especially in cross-country/-cultural interactions.
- Demonstrate fluency in English (both written and spoken)
