Assistant Manager, Customer Services Excellence
On-site · Singapore, Singapore
Job Summary
Assistant Manager – Customer Service Excellence to support development and execution of customer service initiatives for PIL's global container shipping business. Based at the Global HQ Commercial & Agency Network Division, responsibilities include designing, rolling out, and monitoring programs to enhance customer satisfaction and service delivery; coordinating VoC programs and customer surveys; tracking KPIs (CSAT, NPS, resolution times); standardizing services; enabling digital tools and automation; collaborating with regional teams; fostering a customer-first culture; conducting market research and benchmarking; managing defined customer accounts and implementing commercial strategies; driving quarterly business reviews and onboarding of new customers; maintaining market intelligence to inform strategic decisions; working with IT and product teams on digital transformation and self-service initiatives; and leading change at the operational level.
Required Qualifications
- Bachelor's degree in Business Administration, Project 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.
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