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Assistant Manager, Customer Services Excellence
Pacific International Lines (PTE) LtdAssistant Manager for Customer Service Excellence at PIL, focusing on enhancing customer satisfaction in global shipping. Collaborate with teams to implement strategies for customer service improvement.
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- Opportunities for professional growth and development
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisKPI trackingcustomer feedback analysisprocess improvementreport preparationdashboard creationcustomer journey optimizationdigital service tools implementationautomation initiatives
Soft Skills
customer-first mindsetchange managementteam leadershipcommunicationcollaboration
Certifications
Bachelor's degree in Business AdministrationBachelor's degree in LogisticsBachelor's degree in Supply Chain Management