Job Description
Senior Customer Service Operations Manager
Position type:
Full-time
Type of contract:
Permanent
Senior Customer Service Operations Manager
The Senior leads significant projects or specialized areas of work, applying advanced skills and mentoring junior team members to drive improvement and innovation
Oversee and monitor customer service operations with a primary focus on administrative tasks. Collaborate closely with APAC CS management to meet agreed service levels and ensure alignment with global objectives. Initiate, oversee and supervise CS process improvement and Automation Initiatives. Support development + improvement of the company’s customer service APAC strategy for the APAC region, ensuring alignment with overall business objectives and the needs of various stakeholders.
Task & Responsibility:
- Functional coordination between the Global CoE Customer Service and other Hubs: (TAC, other CoEs), ensuring seamless communication and collaboration.
- Facilitate communication and collaboration across all clusters, with a focus on hub related initiatives aimed at improving overall customer satisfaction and driving regional projects. Lead cross-cluster projects, such as enhancing customer experience, improving response times, and increasing operational efficiency
- Support day-to-day CS activities by establishing and maintaining best practice standards that are consistent across all cross-hub Customer Service teams
- Provide routine and ad-hoc reports to management to support informed decision-making
- Prepare audit support and present processes during audits to demonstrate compliance and best practices
- Supervising, workforce management and Intraday-Management to plan and monitor APAC CS capacities across all APAC clusters, on a day-to-day basis to ensure optimal resource allocation and service delivery
- Achieve governance by coordinating of team meetings and other forums to ensure alignment and effective communication across all levels
- Identify CS automation opportunities for and oversee their implementation over all clusters to streamline operations and improve customer service efficiency
- Coordinate responses to customers during emergencies (SAP / e-shop etc.) ensuring rapid and effective communication
- Consolidate DCC requirements for all clusters, serve as a central point of contact for DCC requirements and coordinate with all stakeholders for further developments
- Regular reporting on CS quality results, customer service quality and identify areas for improvement in alignment with cluster managers
- Initiate trainings on systems / processes / customer communication in alignment with the cluster managers and setup / maintain a training database with all completed training programs for the customer service representatives
Competency:
Leading international customer service teams in multiple sites
Management of requirements and process design
Strong affinity for customer service innovations such as live chat, video chat, chatbot integration, AI
Benefits:
Social Insurance coverage (APAC), Staff insurance coverage (APAC)
Information at a Glance
Recruiter Photo:
Contact person:
Company Code:
HARTING Singapore Pte. Ltd.
Recruiter phone:
LinkedIn URL Recruiter:
Job Location (Short):
Singapore, Singapore
Region:
Singapore
Position area:
Sales