Senior Executive, Control Tower

Job Description:

External

1.To design, establish and perform an overall RCT role of account management upon the specific customer Control Tower job scope definition (Order/Shipment management, Performance management, Exception management, Billing management…etc.)

2.To evaluate the detailed business requirements and follow up with the necessary optimization/adjustment based on the can-do contract commitment

3. Initiate continuous improvement to processes and systems in service provision and service recovery through frequent and scheduled audits and analysis of service incidents and complaints.

4.Establish and maintain the service recovery system to ensure service failures (primarily claims and complaints) are promptly recovered to the satisfaction of customers to minimize negative impact on long term customer loyalty

5. Assure regular communication with country/regional teams for all business requiremen...