Senior Manager, Customer Service Quality Management - SINGAPORE

Halcyon Recruitment

  • Singapore
  • Permanent
  • Full-time
  • 2 months ago
This leading organisation is looking for a Senior Manager, Customer Service Quality Management to join their Global team in Singapore.This role is responsible for leading the development and execution of a global quality management strategy for customer service operations, ensuring alignment with business objectives and customer expectations. Key responsibilities include building high-performing, quality-focused service teams through targeted training, coaching, and performance management, while collaborating with regional leaders to address skill gaps. It involves creating and maintaining a global knowledge base, optimizing self-service content, and implementing regular content reviews. The role also entails designing comprehensive training programs that cover product updates, soft skills, and communication excellence, along with establishing a robust quality monitoring framework. By analyzing quality data and trends, the role drives continuous improvement and implements corrective actions. Additionally, it includes standardizing global performance appraisals and managing a recognition and rewards program to promote a strong culture of quality.Requirements
  • Master's or Bachelor's Degree in Economics, Science, Engineering, Business, Logistics, or a related discipline
  • Minimum 7-12 years of experience in commercial domain, preferably in shipping or logistics.
  • Experience handling sales, customer service or customer facing functions
  • Strong people skills with the ability to lead & manage virtual teams
  • Excellent communication, interpersonal, and presentation skills
  • Demonstrated ability to identify problems and drive continuous improvement initiatives.
  • Understanding of customer service technologies (e.g., CRM systems).
  • Multi-tasking ability & comfortable with flexible work hours
  • High drive and result-orientation

Halcyon Recruitment