Assistant Manager, Customer Services Excellence

Role Overview

• Assist in implementing customer service strategies aligned with business objectives.
• Monitor customer feedback and escalate key issues to senior management.
• Support initiatives to improve end-to-end customer journeys.
• Coordinate customer surveys, NPS tracking, and feedback collection.
• Compile and analyze data to highlight trends and areas for improvement.
• Track KPIs such as CSAT, NPS, and resolution times.
• Prepare regular reports and dashboards for senior management review.
• Support the rollout of global service standards and best practices.
• Assist in process improvement projects to optimize customer touchpoints.
• Work with IT and product teams to adopt digital service tools.
• Promote self-service platforms and automation initiatives.
• Partner with regional customer service teams to ensure adoption of initiatives.
• Act as a change agent at the operational level, encouraging a customer-first mindset.

Requirements

• Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field.
• 5+ years of experience in customer service, preferably in the container shipping or logistics industry.
• Proven track record of leading customer service teams in a fast-paced, global environment.
• Experience implementing digital customer service tools and automation initiatives.

Benefits

• Opportunities for professional growth and development