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 boost customer satisfaction and service delivery.

Key responsibilities

• Assist in implementing customer service strategies aligned with business objectives.
• Monitor customer feedback, coordinate surveys, NPS tracking, and compile data to highlight trends.
• Track KPIs such as CSAT, NPS, and resolution times and prepare regular reports for senior management.
• Support rollout of global service standards and process‑improvement projects.
• Collaborate with IT and product teams to adopt digital service tools, promote 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 and provide benchmarking insights.

Required profile

• Proactive and analytical mindset with strong collaboration skills.
• Ability to work closely with senior leaders and regional teams.
• Strong communication skills to convey insights and drive change.
• Interest in digital transformation and continuous improvement.

Required skills

• No specific technical skills listed.