Assistant Manager – Customer Service Excellence

About the role

The Assistant Manager – Customer Service Excellence will support the development and execution of customer service initiatives for a global container shipping business. Based at the Global HQ Commercial & Agency Network Division, the role focuses on designing, rolling out, and monitoring programs that enhance customer satisfaction and service delivery.

Key responsibilities

• Assist in implementing customer service strategies aligned with business objectives and monitor customer feedback.
• Coordinate Voice of Customer (VoC) programs, including surveys, NPS tracking, and feedback collection.
• Track and report KPIs such as CSAT, NPS, and resolution times, preparing dashboards for senior management.
• Support the rollout of global service standards and contribute to process‑improvement projects.
• Collaborate with IT and product teams to adopt digital service tools, promoting self‑service platforms and automation.
• Partner with regional customer service teams to ensure adoption of initiatives and act as a change agent.
• Stay updated on customer service trends in shipping and logistics, providing benchmarking insights.

Required profile

• Ability to work closely with senior leaders and regional teams.
• Strong analytical mindset to monitor customer feedback and key performance indicators.
• Proactive attitude to drive process improvements and support digital transformation.

Required skills