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Operations ManagerAsst Manager EConcierge 1705

Raring for an adventure? Game for an exciting ride? Come join E-Concierge – a new startup and subsidiary of Changi Airport Group (CAG).



Operating independently from CAG and the airport business, E-Concierge will focus on developing and delivering an alternative cross-border e-commerce platform / service to customers which will be focused on developing and delivering an alternative cross-border e-commerce platform / service to customers.



Working closely with the Assistant General Manager, you will be developing and executing the full operations flow of the e-commerce service, ranging from price checks, pre- and post- sales service, feedback replies, order management and fulfillment. You will also be responsible for leading and managing a team of customer service personnel to deliver the desired levels of service.



Responsibilities (including, but not restricted to)




Develop the full operational flow of the cross-border e-Commerce service together with the Assistant General Manager
In-charge of executing the end-to-end operational flow, ensuring successful implementation and smooth running of day-to-day operations
Handle customer service activities including the undertaking of price and availability checks, providing response to feedback, enquiries and complaints, as well as assisting with refunds and service recovery
Drive operational activities including order management, as well as the tracking, handling and distribution of purchases
Coordinate purchase, customer service and delivery activities with overseas operational teams across different markets
Leverage analytics for management reporting, as well as tracking and achieving desired operational KPIs
Develop detailed SOPs for full operational for documentation, training and business continuity purposes
Procure, build and oversee a local customer service team comprising contract personnel, vendors and interns to support the operational aspects of the business, in particular during non-office hours
Ensure high levels of service standards across all customer facing touchpoints and conduct regular service audits




Requirements




Good Degree in any discipline with minimum 3 years of relevant working experience, preferably in e-commerce / retail / customer service industries
Strong in process management, with proven ability to both personally execute intricate operational activities, as well as undertake complex coordination tasks across units
Excellent resource management, supervisory and leadership skills to motivate and drive optimal performance from team
Knowledge of e-commerce and CRM systems is advantageous
Experience in working with overseas contacts and teams is a plus
Able to work effectively with partners in Japan, basic knowledge in Japanese will be useful
Outgoing, service oriented, with good written and verbal communication skills
Possess keen analytical skills, and ability and willingness to learn fast across different competencies and skill sets
A team player that is happy to step outside of his/her ‘position description’ to assist the team to deliver the best results for the platform.

I would like to apply for the post of Operations ManagerAsst Manager EConcierge 1705 bases at your esteemed organisation. I have attached my CV.

CV:

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