Assistant Manager - Customer Experience

JOB PURPOSE

Oversee Global Customer Service operations, systems, and performance reporting while coordinating continuous improvement projects and training programs to elevate service delivery standards.

CORE RESPONSIBILITIES

• CX Project Coordination & Implementation Tracking
• Data Quality & Reporting Governance
• KPI & Performance Analytics
• Support Agency Training and Capability Building
• Assist in External and Internal Communication
• Provide System/ Process Support to Customer Service and Documentation Teams
• Assist with Customer Intelligence and Surveys
• Customer Feedback & Improvement Tracking
• Support Process Improvement & Cross-functional Collaboration
• Monitor Process Compliance & Standardization
• Maintain CX Knowledge Repository SOPs, LOIs, Reports etc.
• Proactively monitor customer escalations / issue resolutio

QUALIFICATION

• Graduate or above
• Minimum 5 years experience in Customer Service / Documentation in Shipping Industry.
• Lean or Six Sigma Yellow Belt certification will be a Plus.

REQUIRED SKILLS

• Good organization, planning, and communication skills
• Fluency in English, written and spoken
• Knowledge of shipping services/ products, terms, and practices will be a plus
• IT skills and Proficiency in Microsoft Office suite, (Excel, PowerPoint, Word, SharePoint Online, Visio, Power BI) to manage data.
• Ability to work under pressure with highly motivated & target-driven goals.
• Strong Analytical skills
• Proactive and result oriented