Assistant Manager - Customer Experience

Talent Corner Hr Services; Mumbai Suburban; Presencial; INR 700 000 - 1 200 000; Tempo integral

Resumo da oferta

Talent Corner Hr Services is seeking a seasoned CX/Customer Service operations professional to oversee global customer service operations, systems, and performance reporting. The role includes coordinating continuous improvement projects and training programs to raise service delivery standards.

You will focus on data quality, governance, KPI/analytics, and supporting training for agencies and internal teams, plus handling communications and process support across customer service and

Qualificações

• 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.

Responsabilidades

• Oversee CX operations, systems, and performance reporting.
• Coordinate continuous improvement projects and training programs.
• Monitor KPI and performance analytics.
• Support training and capability building for agencies.

Conhecimentos

English fluency

Organization skills

Data analysis

Shipping knowledge

Microsoft Office

Power BI

Formação académica

Bachelor's degree or higher

Ferramentas

Microsoft Office Suite

SharePoint Online

Visio

Power BI

Descrição da oferta de emprego

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