Executive/Senior Executive - Global Service Management (Salesforce/Service Cloud) (Global HQ)

Roles and Responsibilities

• Enhance the functionalities of Service Cloud (Salesforce's CRM product) as a business team such as improving UI, UX and CX.
• Lead Regional Headquarters to improve customer service quality in frontlines through Service Cloud functionalities
• Oversee chat quality management for Offshore chat agents
• Engage in Service Cloud related KPI activities such as Communication Quality and Case Management Quality
• Promote and increase the usage of new communication channels such as Chat, Webform, Leave a Message
• Analyse service performance, particularly in communication quality across various channels (Chat, Webform, Leave a Message)

Requirements:

• Diploma or Bachelor's Degree in Business, IT or related field of studies.
• Minimum 3 years of experience in the container shipping industry
• Extensive knowledge of Salesforce products, especially in Service Cloud functionalities
• Strong understanding of the container shipping industry, particularly in booking and post-booking processes (eg, documentation).
• Familiar with IT and AI/Gen AI technologies or display strong desire to learn in these areas.
• Dedication to provide high-quality customer service and communication.
• Excellent communication and analytical skills

We regret that only shortlisted candidates will be notified