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Regional Service Quality Leader

3 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia American President Lines Full time
About the Role

The Regional Customer Care Operations Manager will play a critical role in driving service excellence across the agency customer care network. This includes implementing global customer care strategies, improving key performance indicators (KPIs), and ensuring effective coordination between departments.

You will be responsible for leading cross-functional teams to deliver results-oriented initiatives, enhancing customer satisfaction and loyalty. Your expertise in process improvement, quality management, and analytical skills will be valuable assets in this position.

Key Responsibilities
  1. Develop and implement regional customer care strategies aligned with global objectives.
  2. Collaborate with HO/RO teams, agency customer care managers, and GBS managers to achieve operational KPIs.
  3. Ensure seamless execution of service delivery functions across GBS, Agency, RO/HO.