Manager​/Senior Manager, Service Management

April 1, 2024

Job Description


Position:  Manager/Senior Manager, Global Service Management
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 (Sales Force) 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.

Skills:

Coaching, Excellent Communication Skills, It Service Management, Microsoft Excel, Dashboard, Data Analysis, Analytical Skills, Service Management, Customer Satisfaction, Resource Management, Customer Service, customer communication , Data Analytics, Business Process Management

Experience:

Years

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